CONSUMER COUNSELOR I - Spanish Speaking
Springfield, IL, US, 62701
Job Requisition ID: 50432
Opening Date: September 30, 2025
Closing Date/Time: October 15, 2025, at 5:00 p.m.
Agency: Illinois Commerce Commission
Skill Option: None
Bilingual Option: Spanish
Salary: Anticipated Salary $6,589 - $9,541 Monthly ($79,068 - $114,492 Annually) + Bilingual Pay
Job Type: Salaried
Category: Full Time
County: Sangamon County
Number of Vacancies: 1
Bargaining Unit Code: RC-62, Paygrade 14, Non-Code
DO NOT APPLY ONLINE
**DO NOT CLICK THE APPLY BUTTON**
APPLICATION INSTRUCTIONS
To apply, submit a cover letter, resume, and a copy of any college transcripts you may have to: Illinois Commerce Commission, Human Resources Department, 527 East Capitol Avenue, Springfield, Illinois 62701 or via email to ICC.HumanResources@illinois.gov by 5:00 p.m. on October 15, 2025. Questions may be referred to Valerie Tate at 217-782-3618 (work), 217-606-9734 (cell), or Valerie.N.Tate@illinois.gov.
Why Work for Illinois?
Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re a part of something bigger—something that touches the lives of every person who calls Illinois home.
No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.
Position Overview
Under direction of the Division Manager of Consumer Services (CSD), investigates consumer complaints and violations of the Illinois Commerce Commission (ICC) Administrative Codes, rules and regulations and approved tariffs; and assists consumers in filing and resolving informal complaints, both in English and Spanish.
Essential Functions
- Receives and responds to inquiries and consumer complaints directly from consumers or by referral through a variety of sources including by telephone, written correspondence, and online. Utilizes required knowledge by providing education to consumers seeking assistance. Determines if and to what extent the subject of the complaint falls within the Commission’s jurisdiction, taking into consideration changes in the regulation of the utility industry.
- Evaluates the nature of the complaint and determines the appropriate dispute resolution method; if complaint requires investigation, notifies the utility of the complaint, and requests a report with supporting documentation. Analyzes the report submitted by the utility, obtains any additional facts necessary and completes comprehensive review, including research and interpretation of tariffs if appropriate. Secures and records in the ACTS database pertinent detailed information concerning the consumer’s complaint and subsequent contacts with the utility. Contacts the consumer with an explanation of the findings and disposition of the informal case. Explains the escalation processes, including mediation and formal hearings, that are available to consumers who are not satisfied with the disposition of the informal case.
- Answers calls on the CSD main line and route items as appropriate within CSD and to other divisions at the ICC.
- Expands upon their knowledge of the laws, administrative rules, and policies affecting Illinois utility customers; assimilating this knowledge to best serve the public.
- Records public comments in docketed cases from customers calling CSD and reviews public comments submitted online, ensuring items posted to the case are in accordance with 2 Il Admin Code Part 1700.
- Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.
Minimum Qualifications
- Knowledge, skill and mental development equivalent to a bachelor’s degree in business administration, public administration, public policy, communications or closely related field.
- Requires the ability to speak and write English and Spanish at a colloquial skill level.
Preferred Qualifications
- Prefers at least one (1) year of experience exhibiting working knowledge of the Public Utilities Act, Illinois Administrative Codes, approved company tariffs, and other regulatory information.
- Prefers working knowledge of the personal computer and Microsoft Office Suite (Excel, Word Outlook) and other applications.
- Prefers at least one (1) year of customer service experience.
- Prefers at least one (1) year of experience demonstrating ability to understand utility rates and billing procedures.
- Prefers at least one (1) year of experience demonstrating ability to communicate effectively verbally and in writing.
- Prefers at least one (1) year experience demonstrating ability to communicate professionally with consumers and utility representatives.
Employment Conditions
- This position requires the applicant to pass a background check and self-disclosure of criminal history.
- The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.
Work Hours: 8:30 am - 5:00 pm Monday-Friday
Work Location: 527 East Capitol Avenue, Springfield, Illinois 62701
Agency Contact: Valerie Tate
Email: Valerie.N.Tate@illinois.gov
Phone #: 217-606-9734
Illinois Commerce Commission’s Mission Statement
It is the purpose of the Illinois Commerce Commission to pursue an appropriate balance between the interest of consumers and both emerging and existing service providers in accordance with applicable statute and rules. In support of this mission, the ICC staff will provide technical and legal expertise in a professional environment that encourages initiative, respect, teamwork, and commitment to public
interest.
General Functions of the Illinois Commerce Commission
The ICC regulates Illinois investor-owned electric, natural gas, telephone, water, and sewer companies. In addition, the Commission exercises authority over railroad safety and hazardous materials movement, towing companies operating in the Chicago area, and motor carrier insurance requirements.
The Commission is responsible under state law for ensuring that the citizens of Illinois receive safe, efficient, and reliable utility service at reasonable costs. The ICC must balance the consumers' needs against the financial needs of the utilities. In the continually changing utility environment, staff also recommend new ways to deal with a marketplace in transition, particularly in the telecommunications and electric sectors, where competition is reshaping the industry.
State of Illinois Benefits
As a State of Illinois Employee, you will receive a robust benefit package that includes the following:
- A Pension Program
- Competitive Group Insurance Benefits including Health, Life, Dental and Vision Insurance
- 3 Paid Personal Business Days annually
- 12 Paid Sick Days annually (Sick days carry over from year to year)
- 10-25 Days of Paid Vacation time annually - (10 days in year one of employment)
- 13 Paid Holidays annually, 14 on even numbered years
- Flexible Work Schedules (when available dependent upon position)
- 12 Weeks Paid Parental Leave
- Deferred Compensation Program - A supplemental retirement plan
- Optional Pre-Tax Programs such as Medical Care Assistance Plan (MCAP), Dependent Care Assistance Plan (DCAP)
- Federal Public Service Loan Forgiveness Program eligibility
- Employee Assistance Program and/or mental health resources
- 5% Salary Differential for Bilingual Positions
- Commuter Savings Program (Chicago only)
For more information about our benefits please follow this link: https://cms.illinois.gov/benefits/stateemployee.html
DO NOT APPLY ONLINE
**DO NOT CLICK THE APPLY BUTTON**
Nearest Major Market: Springfield