Consumer Affairs Representative
Position Details
Job Code #:
JC-487949
Position #(s):
680-163-5903-011
Working Title:
Consumer Affairs Representative
Classification:
CONSUMER AFFAIRS REPRESENTATIVE, PUBLIC UTILITIES COMMISSION
$4,559.00 - $5,173.00 A
$5,013.00 - $6,274.00 B
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions:
1
Work Location:
United States
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
External Affairs Division/ Consumer Affairs Bureau/ Phone Operations Unit:
The CPUC's External Affairs Division is a dynamic team of nearly 100 individuals committed to championing our mission of providing essential utility services for all Californians. As strategic agency partners, we prioritize building trust, fostering engagement, connecting teams, and delivering impactful results.
Our division oversees seven key functions:
- Public & Media Relations
- Creative Services
- Consumer Advocacy
- Internal & Executive Communications
- Strategic Programs & Partnerships
- Local Government & Community Engagement
- Public Participation & Engagement
Together, we craft compelling narratives, establish valuable partnerships, and foster connections that resonate across California. Join us in making a difference and delivering results that truly matter.
Department Website: http://www.cpuc.ca.gov
This position exists within the Consumer Affairs Branch (CAB) of the External Affairs Division at the CPUC. CAB supports the overall CPUC mission of serving the public interest by being a first and direct line of contact for customers, and a conduit of information between the public and CPUC decision-makers. Under supervision of a Consumer Services Supervisor and the Consumer Services Manager the Consumer Affairs Representative (CAR) works directly with consumers to analyze and resolve informal complaints and answers questions about utility services in a manner that is compliant and consistent with state and federal laws, and CPUC orders related to consumer protection. In order to provide excellent customer service, CARs must be up to date on all changes in utility regulations, General Orders, policies and practices and internal division procedures.
You will find additional information about the job in the Duty Statement .
Special Requirements
Prepare and submit a response for each question below. The SOQ should provide specific details and examples that clearly demonstrate how your training, experience, and education qualifies you for the position. Refer to the job description and duties, and duty statement to prepare your response. Applicants who do not submit a completed SOQ and writing that exceeds the page limit will not be considered or scored. All information in the SOQ is subject to verification. The SOQ must be no smaller than 11-point Arial font, single-spaced, and no more than two pages.
Please write your SOQ to address the following three questions:
- Describe your experience investigating and resolving consumer complaints.
- Describe how your experience demonstrates strong written and verbal communication skills.
- Describe how your experience demonstrates strong customer service skills.
Final Filing Date: 8/20/2025
Required Application Package Documents
The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:
- Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
- Resume is required and must be included.
- Statement of Qualifications - A Statement of Qualifications (SOQ) is required. Please see “Special Requirements” for instructions.