Constituent Services Associate III; Administrative Officer III

Introduction

The Maryland Public Service Commission is seeking a Constituent Services Associate III to work within the Consumer Affairs Division (CAD). The Commission regulates Maryland utilities, including gas, electric, and telephone carriers, as well as for-profit water and sewage disposal companies. The Commission also has the authority to license gas and electric suppliers, adopt complaint procedures, and establish consumer protection standards regarding supplier services.

CAD is the Commission’s dispute resolution office that answers utility customer questions and investigates utility service complaints. CAD is responsible for the enforcement of the Commission’s statutes, regulations, and orders governing regulated entities.

• Downtown Baltimore/Inner Harbor area
• Transit-friendly location near the Metro (Charles Center), Light Rail (Baltimore Arena), and numerous bus stops
• Hybrid work schedule
• Smart casual dress code
• Collaborative team environment

15

6 St. Paul Street Baltimore, MD 21202

The Constituent Services Associate III supports the Consumer Affairs Division’s (CAD) objective to provide exceptional customer service and timely management of citizen and stakeholder communication within the Maryland Public Service Commission (PSC or the Commission). CAD is the public-facing division within the Commission, responding to utility-related inquiries and investigating utility service complaints. Workflow is managed through CAD’s complaint data management system powered by Salesforce.

The Constituent Services Associate has a key role in the CAD dispute resolution process, supporting intake and resolution of a high volume of incoming communications and portal submissions. This includes determining the appropriate course of action for incoming matters and either personally addressing it or facilitating its progress through our dispute resolution process. The Constituent Services Associate will monitor the division’s complaint and outreach data, ensuring accuracy, and will prepare regular reports for internal and external audiences to inform decision‑making.

Communication Management and Customer Service Duties

• Independently provide exceptional and professional customer service to citizens and stakeholders on issues related to utility regulation, ensuring that communications receive prompt responses according to established office guidelines, policies, and procedures.
• Coordinates external communications and serves as liaison with representatives of other agencies in the State, legislature, private industry, or local government agencies.
• Formulates reports in the complaint data management system to make recommendations based on analysis of data related to communications and complaints received.
• Participates in the program planning process by developing forecasts, proposals, or procedures to present to Director to facilitate orderly managed growth in the face of changing data trends.
• Consistently communicates with Director to ensure alignment with Division priorities and goals.
• Support consumer and stakeholder education initiatives.
• Support data integrity by ensuring that all complaint and communication data is timely and accurately entered into the complaint management database and categorized appropriately. Promptly correct deficiencies, consumer misfilings, and similar.
• Verify data accuracy and quality through audits, deduplication, complaint assignment, primary issue review, and complaint lifecycle management (including initiation of requests for Further Review, internal Staff consultation referrals).
• Continually stay informed on current events and changes to utility related law, regulations, and procedures, including but not limited to: the Code of Maryland Regulations, Commission Orders, tariffs, Maryland Code (Public Utilities Article, as well as Commercial Law Article and others as applicable)
• Lend support and engage with all colleagues with respect and professionalism.
• Attendance at meetings, site visits, outreach and other external events as necessary.

Administrative Duties

• Create and regularly update professional, accurate, and easy…