SUPERVISING CUSTOMER REPRESENTATIVE PUBLIC UTILITIES
Supervising Customer Representative Public Utilities sits in the competitive class of New Jersey's state civil service, so reaching it runs through testing and an eligible list instead of a straight hire.
It lists a master's degree as the baseline, with an experience-based path open to those who do not hold the degree. Pay on the FY2027 schedule runs $91,628 to $134,900, and state payroll currently lists 4 people in the title, most of them at Board of the Public Utilities.
How to apply
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Exam
This is an application to sit an exam and be placed on an eligible list for this title, not an application for a specific job. A $35 application fee applies to Non-Public-Safety announcements issued on or after 2026-02-01. There may be no current vacancy behind it, and the list it produces may not be certified for months or years.
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Exam
Open to permanent employees in the competitive division who hold a qualifying lower title in the same unit. A $35 application fee applies to Non-Public-Safety announcements issued on or after 2026-02-01. Like the open competitive exam, this places you on a list; it is not itself a job offer.
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Agency posting
Board of Public Utilities's employment page may require a click-through to see specific openings. Provisional appointment against a posted vacancy is how most people are actually hired into this kind of title.
Who employs this title
State payroll records show 4 people working under this title. The median actual salary is $124,067. The agencies employing the most are:
- Board of the Public Utilities (4)
Counts from NJ YourMoney agency payroll. See statewide workforce analytics.
Official job specification
The text below is the official specification published by the New Jersey Civil Service Commission. The plain-language summary and analysis above are derived from it by NJ Civil Service Navigator.
Definition
Under direction of a higher level official in the Board of Public Utilities, assists in the supervision of field and office work programs involved in preparation and resolution of cases involving investigations of customer complaints, administrative hearings, and/or litigation concerning the character of service, rates, procedures, or facilities; in the absence of the respective manager, is responsible for the work programs and staff assignments of the organization unit; does related work as required.
Examples of work
Is responsible for resolution of problem areas between various public utilities or cable television companies and consumers through effective mediation or negotiation. Supervises the work operations and/or functional programs and has responsibility for employee evaluations and for effectively recommending the hiring, firing, promoting, demoting, and/or disciplining of employees. Trains new staff employees in the application of work methods in the adjudication of consumer complaints, regulations, and computation of consumer bills. Assists manager in the establishment of new work procedures and methods in accord with the rules and regulations, statutes, and memorandums of administrative procedures of the Board of Public Utilities (BPU) and Office of Cable Television (OCTV). Supervises the development of methods, procedures, and protocol to be used in the compilation, organization, and presentation of data resulting from customer to complaints. Supervises the analysis, review, and interpretation of reports, studies, charts, graphs, and other reference materials dealing with research and statistics related to customer complaints. Attends BPU and/or OCTV conferences pertaining to rate changes, new tariffs affecting customer utility or cable television bills, advises staff on new rates applied and explanation to be given to customer on effects new rates will have on their billing. Establishes liaison with state agency representatives regarding complaints and inquiries of a sensitive nature. Supervises the operation of the special BPU hotline 24-hour emergency complaint program or the OCTV toll-free consumer lines. Supervises special projects assigned to the customer representatives. Prepares and supervises the preparation of clear, technically sound, accurate, and informative research, statistical progress, and other reports containing findings, conclusions, and/or recommendations. Supervises the establishment and maintenance of essential records and files. Coordinates cable television access cases for the Board decisions and orders. Coordinates, arranges for, or conducts, as head of a team or individually, routine and spot inspections and onsight investigations in addition to special followup investigations to ensure that all cable systems are providing safe, economical, efficient, proper, and adequate service. Will be required to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
License
Appointees will be required to possess a driver's license valid in New Jersey only if the operation of a vehicle, rather than employee mobility, is necessary to perform the essential duties of the position.
Knowledge, skills and abilities
Knowledge of accepted and reliable research sources, methods, and techniques in the area of customer complaints. Knowledge of techniques and procedures used in gathering, assembling, arranging, tabulating, and correlating extensive data. Ability to resolve consumer complaints in an effective, expeditious manner. Ability to explain complex matters related to utility or cable television rates or services in a manner understandable to customers. Ability to assist in the establishment and maintenance of constructive working relationships with associates and subordinates and to handle contacts with the general public and with representatives of other government agencies and public utilities and cable television companies. Ability to prepare and process cable television access cases for Board review and approval. Ability to conduct and perform inspection of cable television company facilities to ensure compliance with NJSA 48:5A and NJAC 14:17 and 14:18. Ability to maintain constructive working relationships with principal staff members of state agencies or utility and cable representatives. Ability to deal effectively with complex, emotional situations and clientele. Ability to plan and organize difficult research studies and programs, to analyze results, and develop procedures and work methods. Ability to determine useful informational sources to acquire and compile needed data. Ability to provide technical advice and assistance. Ability to train and supervise subordinate professional and clerical personnel in the operation of the Board or the office. Ability to review, edit, and evaluate field representative reports and statistical compilations produced by staff. Ability to prepare and supervise the preparation of clear, technically sound, accurate, and comprehensive research, statistical, and related reports, summaries, and compilations containing findings, conclusions, and/or recommendations. Ability to maintain essential reports, summaries, statistics, records, and files. Ability to learn to utilize various types of electronic and/or manual recording and information systems used by the agency, office or related units. Ability to read, write, speak, understand, or communicate in English sufficiently to perform the duties of this position. American Sign Language or Braille may also be considered as acceptable forms of communication. Persons with mental or physical disabilities are eligible as long as they can perform the essential functions of the job after reasonable accommodation is made to their known limitations. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible.
Note
The definition and examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed. Applicants must meet one of the following or a combination of both experience and education. Thirty (30) semester hour credits are equal to one (1) year of relevant experience. Eight (8) years of professional experience with a regulatory agency in the investigation and inspection of services furnished by cable television companies or by electric, gas, water, sewer, or telephone utilities and the adjustment of complaints, which shall have included one (1) year of supervisory experience. OR Possession of a bachelor's degree from an accredited college or university; and four (4) years of the above-mentioned professional experience, one (1) year of which shall have been in a supervisory capacity. OR Possession of a Master's degree in Business Administration, Public Administration, Psychology, Sociology, or related field from an accredited college or university; and three (3) years of the above-mentioned professional experience, one (1) year of which shall have been in a supervisory capacity. "Professional experience" refers to work that is creative, analytical, evaluative, and interpretive; requires a range and depth of specialized knowledge of the profession's principles, concepts, theories, and practices; and is performed with the authority to act according to one's own judgment and make accurate and informed decisions.
Study guides for this exam
- Supervisory Test Battery (STB) National Learning Corporation · $56.99
- General Supervisor National Learning Corporation · $49.90 · general prep, not specific to this title
The Civil Service Commission does not publish official study guides or release past tests. These are independent equivalency guides.