CUSTOMER REPRESENTATIVE 1 PUBLIC UTILITIES
Career Family: CUSTOMER REPRESENTATIVE
Customer Representative 1 Public Utilities is a state title in New Jersey's competitive civil service, which means the way in is an open exam rather than a direct appointment.
It is the top of the Customer Representative ladder, a grade above Customer Representative 2, Public Utilities. On paper it calls for a master's degree, though the specification lets enough relevant experience stand in for the degree. Pay on the FY2026 schedule runs $73,707 to $108,073, and state payroll currently lists 3 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
- Customer Representative 1 Public Utilities — $73,707 – $108,073 (this title)
Its top salary lands around the 51st 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 3 people working under this title. The median actual salary is $108,073. The agencies employing the most are:
- Board of the Public Utilities (3)
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 the Assistant Chief, in the Bureau of Customer Assistance, Board of Public Utilities, does the more complex field and office work involving the preparations and resolutions and investigations of customer complaints and/or administrative hearings and/or litigation concerning the character of service, rates, procedures, or facilities, and performs office and administrative work required in connection with such complaints; does other related work.
Examples of work
Supervises employees in routine field investigation, and individually performs the more complex office and field investigations involving matters affecting utility regulation and usage. Responsible for resolution of problem areas between various Public Utilities and consumers through effective mediation or negotiation. Interviews clients, representatives from utilities, government agencies, and other individuals to collect information. Prepares and submits progress reports on developing cases, and prepares final case reports. Testifies at hearings and court proceedings. Participates in pretrial conferences with staff attorneys. Supervises customer representatives of a lower grade. Performs more complex research. Contacts state agency representatives regarding complaints and inquiries. Participates in conferences to resolve customer complaints. Reviews and interprets laws, rules, regulations, and procedures of utilities under the Board's jurisdiction. Analyzes reports, studies, and other reference materials from other agencies or individuals. Reviews and evaluates all written complaints received and assigns customer complaints to Customer Representative staff. Participates in the operation of the special BPU "Hotline", a 24- hour emergency program. Prepares correspondence and reports. Maintains records and files. Will be required to learn to utilize various types of electronic and/or manual recording and computerized 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 the techniques and procedures used to gather, assemble, and arrange data. Knowledge of interviewing techniques. Knowledge of the policies and practices of the Board of Public Utilities. Ability to deal with complex and emotional situations and clientele. Ability to resolve consumer complaints. Ability to act as a member of a team, in office and field investigations regarding utility regulations and usage. Ability to train and supervise subordinate personnel in the operations of the bureau. Ability to interview customers. Ability to prepare progress and final case reports. Ability to testify at hearings. Ability to perform research. Ability to instruct and assist Customer Representatives of a lower grade. Ability to prepare correspondence. Ability to prepare reports. Ability to maintain 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. This job specification is applicable to the following title code(s) which are different work week or work month and/or variants of the job class title: Job Spec Code State, Local or Common Class of Service Work Week State Class Code Local Class Code Salary Range
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. NOTE: 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, or 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. Seven (7) 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, one (1) year of which shall have been in a supervisory capacity. OR Possession of a bachelor's degree 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. OR Possession of a Master's degree from an accredited college or university in Business Administration, Public Administration, Psychology, Sociology or related field; and two (2) 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. SC3E25N/AR24-Bilingual In Spanish And EnglishSC3E25N/AR24- This job specification is for government use only. Salary range is only applicable to state government. Local salaries are established by individual local jurisdictions. 10/19/2001