The Washington Utilities and Transportation Commission (UTC) is seeking an experienced administrative professional to support our Consumer Protection Division. The incumbent in this position must have the ability to provide support in several areas of the division, balance multiple assignments, assist in resolving consumer inquiries and complaints, manage interruptions, and collaborate with division and agency staff to meet office and agency needs.
 
AGENCY OVERVIEW
The UTC regulates the rates, services and practices of private or investor-owned utilities and transportation companies.
 
The UTC is continually recognized for its excellence and integrity as a utility and transportation regulatory agency, as we challenge the status quo and ourselves, making us an employer of choice!
 
For more information about the UTC, see our website www.utc.wa.gov – or visit www.twitter.com/wautc and www.facebook.com/wautc. 
 
At the UTC, we recognize that our employees are the key to the agency’s success. We are committed to our work, but value the balance with our personal lives. We demonstrate our commitment to employees by providing an environment that stimulates professional growth, continued learning opportunities, offers meaningful work and a comprehensive benefits package. For more information about benefits, please visit http://www.utc.wa.gov/aboutUs/careers/Pages/Working-at-UTC.aspx. 

This position provides primary administrative assistance to the Assistant Director for Consumer Protection, as well as the Director of Safety and Consumer Protection. Duties include, but are not limited to:

• Maintains calendars, schedules meetings, and prepares meeting documents and presentations. This includes scheduling internal and external meetings and other events, determining priority of each as necessary, creating agendas, and meeting notes and following up on action items.
• Independently prepares, proofreads, and edits written correspondence and other documents, including responses to internal and external customers.
• Maintains and tracks division performance measures. Gathers information, prepares reports and presentations, creates charts and graphs.
• Coordinates office operations and may act as supervisor’s or division director’s designee for assignments and workflow of the sections within the division. Establishes office procedures, standards, priorities and deadlines.
• Coordinates responses to public records requests with consumer protection staff, assistant director and the records center.
• Responsible for the management and archival of all division records, files and other documents in accordance with division and agency retention schedule.
• Assist higher level regulatory and consumer program specialists in professional activities related to receiving, reviewing, interpreting, distributing, researching and resolving customer complaints and inquiries.
• Review incoming complaint letters, emailed complaints, and complaints called in by consumers to determine whether the complaints are jurisdictional to the commission. If issue falls within UTC jurisdiction, enter complaint in the complaint system database and route to staff for resolution. Respond directly to consumers regarding non-jurisdictional issues.
• Assist with the resolution of informal and non-docketed consumer complaints and inquiries from customers of telephone, gas, electric and water utilities, as well as solid waste haulers and buses, regarding rates, services or operating practices by providing information to customers on how to get assistance and who to contact.

QUALIFICATIONS
 
Required education, experience, and competencies:
High school diploma or equivalent and a minimum of three years of progressive clerical, secretarial, or general administrative experience.
 
Position Specific Competencies:

• Intermediate user of Microsoft products – Word, Excel, PowerPoint, and Outlook.
• Demonstrated observation skills and an acute attention to detail. Ability to review and analyze information for use in preparation of correspondence, reports, and other tasks.
• Exceptional coordination, organization, and follow-up skills.
• Knowledge of business English and correspondence. Ability to proofread and edit materials making corrections and ensuring correspondence standards are met and information is accurate for a quality product.
• Ability to communicate effectively both orally and in writing within a diverse professional environment.

Agency Core Competencies (required for all employees):

• Customer Focus – Responsive to both internal and external customers. Works with customer to identify needs; assumes responsibility for own role in meeting those needs. Ensures commitments to customers are met. Receptive to customer feedback.
• Results Focus – Accepts personal accountability for individual results or share of team results. Manages workload and interpersonal relationships to achieve results; prioritizes tasks appropriately, overcomes obstacles, works with others as necessary, and meets deadlines and quality standards.
• Communication Skills – Demonstrates communication skills (reading comprehension, writing, listening, speaking) appropriate to the position. Shows respect and courtesy in interpersonal communications.
• Adaptability/Flexibility – Open to new ideas. Responds constructively to change and stressful situations. In consultation with supervisor, adjusts plans to meet changing needs.
• Self-Development – Demonstrates proactive learning. Keeps knowledge and skills up-to-date. Solicits and accepts constructive feedback. Seeks developmental assignments to improve skills. Turns challenges into learning opportunities.

Desired education, experience, and competencies:

• Associates degree or higher in Business Administration or closely allied field.
• Ability to review state laws, rules, tariffs and policies in order to determine whether a business activity falls under the regulatory jurisdiction of the UTC.
• Ability to coordinate and facilitate meetings and direct necessary work to be accomplished; and make appropriate recommendations or decisions.
• Ability to work independently, determining actions needed with minimal or no guidance.

SUPPLEMENTAL INFORMATION
 
Conditions of Employment:
 
This position is represented by the Washington Federation of State Employees. The incumbent is required to pay union dues or other representation fees within the first 30 days of employment.
 
Conflict of Interest: RCW 80.01.020 limits the commission’s ability to employ any person who owns stock in any company the commission regulates or is otherwise financially interested in such company.
  
Application Process:
 
Read the instructions below carefully before following the “Apply” link above.
 
In addition to completing the online application and Supplemental Questionnaire, applicants must attach the following documents to their application to be considered for this position:

• A letter of interest explaining how you meet the qualifications of this position;
• A current resume detailing experience and education;
• A list of three professional references with current telephone numbers, including your current or most recent supervisor (or you may include this information in the Reference section of your application). A professional reference is defined as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies. If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.

READ THE FOLLOWING INFORMATION COMPLETELY:

• Carefully review your application and other documents requested (e.g., cover letter and resume) for accuracy, spelling and grammar before submitting.
• The initial screening of applications will be solely based on the contents and completeness of the “work experience” and “education” sections of your application in www.careers.wa.gov; completeness of your resume, cover letter, and any other materials submitted as part of the application process; and responses to the supplemental questionnaire.
• A resume will not substitute for completing the “work experience” section of the application.

Only complete applications will be considered. All information may be verified and documentation may be required. You may be disqualified if your education and/or work experience does not include information used to: 1) Meet the minimum qualifications of the job, and 2) support your answers to the supplemental questions. 

The Utilities and Transportation Commission is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial, and ethnic minorities, persons with disabilities, persons over 40 years of age, disabled and Vietnam era veterans and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application process or this announcement in an alternative format may contact Ashley Miller at (360) 664-1130 or asmiller@UTC.WA.GOV. Our statewide toll free TTY number is 1-800-416-5289.