CUSTOMER REPRESENTATIVE 2, PUBLIC UTILITIES
Career Family: CUSTOMER REPRESENTATIVE
In New Jersey, Customer Representative 2, Public Utilities is filled through the competitive process: candidates take a civil service exam and are hired off a ranked list, not picked at will.
On the Customer Representative ladder it falls between Customer Representative 3 Public Utilities and Customer Representative 1 Public Utilities. The stated bar is a bachelor's degree, but candidates can swap in added experience for the diploma. The FY2026 range lands between $64,340 and $94,062, 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.
Pay ladder: Customer Representative series
- Customer Representative 3 Public Utilities — $56,253 – $81,897
- Customer Representative 2, Public Utilities — $64,340 – $94,062 (this title)
- Customer Representative 1 Public Utilities — $73,707 – $108,073
Promoting to Customer Representative 1 Public Utilities raises the top of the band by about $14,012. Its top salary lands around the 37th percentile of all NJ civil service titles that publish a range.
Rungs are ordered by FY2026 pay. NJ level numbers are not always sequential, so ordering follows salary rather than the title number.
Who employs this title
State payroll records show 4 people working under this title. The median actual salary is $89,603. 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 the direction of supervisory officer in the Bureau of Customer Assistance, Board of Public Utilities, does the field and office work involved in the preparation of cases involving the investigation of customers complaints and/or administrative hearings and/or litigation concerning the character of service, rates, procedures, or facilities, and performs the office and administrative work required in connection with such complaints; does related work as required.
Examples of work
Performs the more complex office and field investigations involving matters affecting utility regulations and usage. Interviews clients, representatives from utilities, government agencies and other individuals to collect information, Prepares and submits progress reports in developing cases. Prepares final case reports. Seeks advice from supervisors or staff attorneys for possible contracts to obtain information. Testifies at informal, formal, and administrative hearings and in court proceedings. Participates in pre-trial conferences with staff attorney. Supervises Customer Representatives of a lower grade. As directed, contacts state government administrative heads in respect to complaints and inquiries. Answers customer inquiries and complaints by correspondence, telephone, or in person. Performs less complex research, including library research, of background information involving problems of utility regulation and usage. Assists Customer Representatives of higher grade in some of the detailed phases of complex cases. Participates in conferences or as directed, arranges conferences in resolving customer complaints. Prepares correspondence regarding requests for information. Arranges for periodic payments of delinquent utility bills in order to restore or prevent discontinuance of service to customers who are unable to pay their bills due to illness, unemployment or similar hardship. Reviews and interprets laws, rules, regulations, and procedures of utilities under the Board's jurisdiction. Makes analyses of reports, studies, and other reference materials made available from other agencies or individuals. Participates in the operation of the special BPU "Hotline", a 24-hour emergency program. Makes field investigations to test meters at request of customers, to determine meter accuracy; makes follow up reports. Prepares clear, sound, accurate, and concise reports, summaries, and compilations containing findings, conclusions and/or recommendations. Maintains essential records and files. Will be required to learn how 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, and skill in, using the techniques and procedures useful in gathering, assembling, and arranging extensive data for easy reference and use in developing cases. Knowledge of the procedures involved in collecting, correlating, compiling, and tabulating extensive statistical data. Ability to acquire knowledge of the policies and practices of the Board of Public Utilities. Ability to remain calm when fairly complex and emotional situations with clients arise. Ability to perform office and field work of a fairly complex nature involving matters affecting the customers utility regulation and usage. Ability to interview customers concerning utility complaints. Ability to prepare progress and final case reports. Ability to testify in formal and informal hearings. Ability to perform fairly difficult research. Ability to make field investigations of customer complaints as to service, accuracy of metering and other matters. Ability to write clearly and concisely, to use necessary technical vocabularies and to organize information in an understandable and efficient manner. Ability to prepare difficult official correspondence. Ability to prepare clear, technically sound, accurate, and comprehensive reports, summaries, and compilations, containing findings, conclusions and/or recommendations. Ability to maintain essential records and files. Ability to learn how 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, and communicate in English and Spanish 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 if they can perform the essential functions of the job with or without reasonable accommodation. If the accommodation cannot be made because it would cause the employer undue hardship, such persons may not be eligible. table width='550' align='left'>
Note
The 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. Appointments may be made to positions requiring bilingual skills. - Bilingual in Spanish and English SPECIAL SKILL Applicants must be able to read, write, speak, understand, and communicate in Spanish and English sufficiently to perform the duties of this position. 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. Six (6) years of professional experience as a customer representative in a public or private agency in the investigation and inspection of electric, gas, water, sewer, or telephone service and the adjustment of related customer complaints. OR Possession of a bachelor's degree from an accredited college or university; and two (2) years of the above-mentioned professional experience. "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.