Consumer Counselor I

ICC Overview

The ICC is made up of 2 main segments. The Bureau of Public Utilities and The Bureau of Transportation. 

Public Utility Services

Through its Bureau of Public Utilities, the Commission oversees the provision of adequate, reliable, efficient and safe utility services at the least possible cost to Illinois citizens served by electric, natural gas, telecommunications, water and sewer public utility companies.

Transportation Services

Through its Bureau of Transportation, the Commission oversees public safety and consumer protection programs with regard to intrastate commercial motor carriers of general freight, household goods movers, relocation towers, safety towers, personal property warehouses and repossession agencies. The Commission’s Rail Safety Program also inspects and regulates the general safety of railroad tracks, facilities and equipment in the state.

Job Responsibilities

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.

1.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 extend the subject of the complaint falls within the Commission’s jurisdiction, taking into consideration changes in the regulation of the utility industry.

2.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 pertinent detailed information concerning the consumer’s complaint and subsequent contacts with the utility. Contacts the consumer with 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.

Job Responsibilities Cont.

3.Answers calls on the CSD main line and route items as appropriate within CSD and to other divisions at the ICC.

4.Expands upon their knowledge of the laws, administrative rules, and policies affecting Illinois utility customers; assimilating this knowledge to best serve the public.

5.Records public comments in docketed cases and reviews public comments submitted online, ensuring items posted to the case are in accordance with 2 Il Admin Code Part 1700.

6.Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

This position requires knowledge, skill and mental development equivalent to a bachelor’s degree in business administration, public administration, public policy, communications or closely related field. It also requires working knowledge of the personal computer and Microsoft Office Suite (Excel, Word Outlook) and other applications

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 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.