Customer Communications and Policy Analyst (Research/Data Analyst)

Salary Range: $60,000 to $80,000

The salary indicated represents a base pay rate. If the candidate selected is eligible for a years-of-service pay differential, it will be added to the total compensation. A pay differential does not raise the base pay.

Job Location: This position is located at the Governor Office Building, 200 Madison Street, Jefferson City, MO 65101.

Why is the work you do in this position important to Missouri?

The Office of the Public Counsel (OPC) is a state agency tasked with representing the interests of the public in matters that come before the Missouri Public Service Commission (PSC) regarding public electric, gas, water, and sewer utilities. The OPC plays an important role by advocating for the Missouri public on issues such as lower utility rates and improved utility services.

• Represent the Public Counsel at consumer outreach events, public hearings, education activities, seminars, and other speaking engagements.
• Develop and provide analysis and testimony (both written and oral) before the Missouri Public Service Commission regarding issues related to a broad spectrum of customer related issues, including quality of customer service, consumer complaints, utility rates, and others.
• P rovide advice to consumers regarding utility laws, regulations, and tariffs.
• Investigate, gather evidence, and respond to consumer inquiries and complaints, including utility tariffs, billing practices, quality of service, utility communications, etc.
• Request documentation, information, and assistance from utilities and serve as liaison between complainants and utilities in an effort to resolve disputes.
• Review and analyze data to ensure utility company compliance with tariffs, state laws, rules, and regulations; provide recommendations to the Public Counsel regarding the results of such analysis, that includes recommendations for action where necessary.
• Analyze customer-impacting utility processes, procedures, and practices and make recommendations for improvement when appropriate.
• Perform other related work as assigned.

Minimum Qualifications

• Ability to establish and maintain effective working relationships with other employees, consumers, utility representatives, state officials, and the public.
• Ability to represent the agency in public settings and engage with consumers who may have concerns regarding regulated utilities.
• Ability to communicate effectively and to prepare and provide clear and concise testimony, both written and oral.
• Ability to analyze facts and present logical solutions to problems.
• Ability to operate a computer and knowledge of Microsoft Office suite software such as Word, Excel, PowerPoint, etc.

Preferred Qualifications

• Knowledge through a Bachelor’s degree or work experience in communications, public policy, or similar discipline.
• Prior experience with public utilities.
• Prior experience in public advocacy.

Lack of post-secondary education will not be used as the sole basis denying consideration to any applicant.

The State of Missouri offers an excellent benefits package that includes a defined pension plan, generous amounts of leave and holiday time, and eligibility for health insurance coverage. Your total compensation is more than the dollars you receive in your paycheck. To help demonstrate the value of working for the State of Missouri, we have created an interactive Total Compensation Calculator. This tool provides a comprehensive view of benefits and more that are offered to prospective employees. The Total Compensation Calculator and other applicant resources can be found here .

The Missouri Department of Commerce and Insurance, Human Resources Section at HR@insurance.mo.gov .

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• State of Missouri

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