RIPPAC Internship Guide - Summer 2021

Name of Company / Association / Organization New Jersey Board of Public Utilities, Division of Customer Assistance

Internship Coordinator

Coordinator’s Phone / Email  

Location of Main Office Trenton

# of Summer 2020 Interns Accepted

Where will the internship be done?

In the main office      

Remotely (student works from home)       

Combination of Remote & In-Office

Dates / Length of Summer Internship June 7, 2021 through August 20, 2021

Required Hours/Week 15 - 30 hours per week

Is there some type of salary or stipend?   Yes

If so, how much? $15/hour

What is the application process?  (please include deadlines and other requirements.  Attach additional pages if needed) 

 Please submit the following to humanresources@bpu.nj.gov by May 12, 2021: resume; brief writing sample; most recent transcript (unofficial copy acceptable); Personal Relationships Disclosure Form and three references (name and phone number for either professional or educational contacts). Please make sure to include the posting number in the subject line.

Intern work areas:      Clerical           Research        Errands           Organizing   

Please explain the work that will be required of the intern: 

 The Board of Public Utilities Division of Customer Assistance handles verbal and written disputes, in-person interviews and information inquiries. Customers may contact the Division with complaints regarding service delays, lack of service, appliance repairs, discontinuance of service, payment arrangements, high bills, deposit requests, and incurred rates/high rates. Emergency assistance is also available for gas leaks, fallen wires and water main breaks. The Division is comprised of two Bureaus: The Bureau of Customer Relations which has two Units the Call Center and the Research & Analysis Unit; and the Bureau of Investigations.

 What you will do:

• Review and become familiar with the New Jersey Administrative Code Chapter 3 which contains the regulations the Division utilizes in handling our customer service responsibilities.
• Assist the Call Center in processing customer inquiries and complaints via email and/or telephone from intake to resolution interacting with representatives of the utilities, third- party suppliers, Board Staff and other governmental agencies.
• Assist the Investigations Unit with written inquires and complaints pertaining to the utilities and third party suppliers; learn valuable team work and communicationskills as you interact with customers, utilities and Board Staff.
• Assist the Research & Analysis Unit on Special Projects like utility customer issues caused or worsened by the COVID-19 pandemic, including inability to pay utility bills. You will rotate between special working groups to gain exposure and knowledge of the various projects being headed (researching/creating solutions for payment plans,
  outreach for COVID relief, data collection and rates). As part of these working groups there will be interaction with the utilities and other community agencies to collect and analyze collection, education and outreach data. Also assist with research & compiling statistical data for billing disputes & special dockets.

 What you will learn:

• The procedures and guidelines involved in working in a complaint call Centerenvironment.
• Familiarity with the processes and procedures of the Board’s Division of CustomerAssistance in adjudicating informal and formal complaints as a state regulatory agency.
• Valuable research, analysis and investigative writing skills working in the Investigationsand Enforcement Unit.
• Insight into issues that impact the Board’s statutory and regulatory obligations under theNew Jersey Administrative Code Chapter 3.
• The range of New Jersey’s energy assistance programs and be on the ground floor ofdeveloping, revising and implementing these programs.

What we’d like to see:

• Strong customer service interpersonal skills.
• Strong writing and computer skills.
• Strong sense of teamwork.
• Strong speaking voice and ability to interact with customers.
• Strong sense of accountability and tenacity and ability to work independently.
  Education/Experience: Recent graduates or current students with at least 2-3 years of college experience in business management and/or sociology or accounting from an accredited college or university. Call Center or customer service interaction is a plus.
  

Note: We invite members of all diverse communities to join our workforce as we endeavor to best serve New Jerseyans from every background. We believe that by welcoming differences, encouraging new ideas and views, listening to and learning from each other, and providing opportunities for professional enrichment we are better able to serve those around us.

Will there be opportunities for the intern to observe:

Internal strategy sessions?      Legislative sessions?           Committee hearings? 

Is the intern expected to work evenings and weekends?  If so, please explain. 

Do you have any suggestions for the applicants? (Please use additional pages if necessary)