The information below will help you determine which classification(s) is(are) appropriate for you. Applicants must meet the Minimum Qualifications as stated on this bulletin to compete in this examination.

Open and Open, Non-Promotional Examination(s):

• CONSUMER SERVICES SUPERVISOR - Open

For all Classifications, once you have participated in any of the following examinations, you may not recompete for 12 months:

Exam Code(s):

2969

For CONSUMER SERVICES SUPERVISOR, once you have participated in any of the following examinations, you may not recompete for 12 months:

Exam Code(s):

• EX-02969

The link to the CONSUMER SERVICES SUPERVISOR, PUC examination which is comprised of a Training and Development Evaluation is located further down in this bulletin in the 'EXAMINATION INFORMATION' section. 

If you have any questions regarding this examination bulletin or technical complications, please contact:

The CPUC Selection Unit by clicking on the following email link:  pucexams@cpuc.ca.gov 

NOTE:  Using this email is the most expeditious and preferred method for contact.

Submit an Examination/Employment Application (STD 678) to apply for this examination.

Electronic applications can be submitted through your account at www.CalCareers.ca.gov.

You may apply by mail to:

• Human Resorces Division
  Examination/Selections Unit
  505 Van Ness Ave Room 3008
  San Francisco, CA 94102
  

Indicate the Examination Code and Classification(s) on your Examination/Employment Application (STD 678).

You may drop off your application and any applicable or required documents at:

• Human Resources Division
  Examination/Selection Unit
  505 Van Ness Ave Room 3008
  San Francisco, CA 94102
  8:00 AM - 5:00 PM

Indicate the Examination Code and Classification(s) on your Examination/Employment Application (STD 678). All applicants must provide proof of identification. Accepted forms of identification are: 1) a photo identification card or 2) two forms of signed identification.

If you require assistance or alternative testing arrangements due to a disability, indicate on your application that you need reasonable accommodation. You will be contacted by a representative of the testing department to make the necessary arrangements. If you have not been contacted by the time you receive notification of testing, please contact the testing department listed in the Contact section of this bulletin.

If you are unable to submit your application or complete the test due to a disability, please contact the testing department listed in the Contact section of this bulletin.

All applicants must meet the education and/or experience requirements as stated on this exam bulletin to be accepted to the examination.

Unless otherwise stated in the Minimum Qualifications, qualifying experience may be combined on a proportionate basis if the requirements stated below include more than one pattern and are distinguished as "Either" 1, "or" 2, "or" 3, etc. For example, applicants possessing qualifying experience amounting to 50% of the required time of Pattern 1 and additional experience amounting to 50% of the required time of Pattern 2 may be accepted to an examination as meeting 100% of the overall experience requirement.

Either I

Two years of experience performing the duties equivalent in level to a Consumer Affairs Representative, Public Utilities Commission or Customer Services Representative.

Or II

Four years of experience, at least one year of which must have been in a supervisorial capacity within the industry/company or other type of regulatory organization related to the department's regulatory program, with responsibility for interviewing existing or potential customers or clients, quoting prices, charges, terms, and conditions under which service is furnished; originating service or client orders; and answering inquiries and processing billing complaints with responsibility to recommend adjustments.

This examination is designed to gain an overall assessment of your education, training, and experience as it directly relates to the duties and the knowledge, skills and abilities required for this position. Possession of specific education is not required to be successful in this examination; however, such achievements may substitute for desirable levels of experience. All components of this examination have been carefully validated by tying them directly to job requirements and documenting their relevance to the position.

This examination consists of the following component(s):

Components that are due with your application will be scored and will count toward your final examination result. Failure to submit these items may result in disqualification or elimination from the examination.

A final score of 70% must be attained to be placed on the eligible list.

EXAMINATION PREPARATION

Here is a list of suggested resources to have available prior to taking the exam.

Employment History: Employment dates, job titles, organization names and addresses, names of supervisors or persons who can verify your job responsibilities, and phone numbers of persons listed above.

Education: School names and addresses, degrees earned, dates attended, courses taken (verifiable on a transcript), persons or office who can verify education, and phone numbers of persons or offices listed above.

Training: Class titles, certifications received, names of persons who can verify your training, and phone numbers of persons listed above.

CONSUMER SERVICES SUPERVISOR EXAMINATION

The California civil service selection system is merit-based and eligibility for appointment is established through a formal examination process.This examination consists of a Training and Experience supplemental report used to evaluate your training, education, and experience relevant to the position.

This Training and Experience evaluation supplemental report is a scored component accounting for 100% of your rating in the examination process. It is important to complete the supplemental report carefully and accurately. Your responses are subject to verification before appointment to a position.

To take the exam, click on the link below. This will take you directly to the T&E evaluation supplemental report.

CLICK HERE TO TAKE THE CONSUMER SERVICES SUPERVISOR EXAMINATION

Once you have completed the examination, please upload a copy to the online system. The T&E evaluation supplemental report will be scored and count toward your final examination result. Failure to submit these items will result in disqualification from the examination.

Exam results will be electronically sent or mailed by post using the information that is on file with your CalCareer account approximately 2-4 weeks upon complete submission.

If you have any questions regarding this examination bulletin or technical complications, please contact: The CPUC Selection Unit by clicking on the link: pucexams@cpuc.ca.gov

NOTE:  Utilizing this email is the most expeditious and preferred method of contact.

In addition to evaluating the applicant's relative knowledge, skill and ability as demonstrated by quality and breadth of education/experience, emphasis in each test component will be on measuring competitively, relative to job demands, each applicant's:

Knowledge and Abilities

Knowledge of:

Principles and practices of effective supervision; supervisory responsibilities under the Ralph C. Dills Act; a supervisor's role in promoting equal opportunity in hiring, developing, and promoting employees, and for maintaining a work environment which is free of discrimination and harassment; departmental law and regulations relating to the consumer program; departmental policies and decisions affecting consumers; industry terminology; report writing; major trends in consumer advocacy; investigative techniques and procedures.

Ability to:

Plan, organize, direct, and evaluate the work of employees; assess the training needs of employees; develop staff; understand and fulfill supervisory responsibilities under the Ralph C. Dills Act; effectively promote equal opportunity in employment and maintain a work environment which is free of discrimination and harassment; explain and apply provisions of the departmental law and regulations regarding the regulated company/industry; supervise and motivate employees; mediate disputes concerning industry practices; prepare correspondence and reports; handle with courtesy and tact a wide variety of public contacts by telephone and in person; audit company/industry business records.

A Departmental Open eligible list for the CONSUMER SERVICES SUPERVISOR Classification will be established for:

• Public Utilities Commission

The names of successful competitors will be merged onto the eligible list(s) in order of final score regardless of test date. Eligibility expires 12 months after it is established. Applicants must then retake the examination to reestablish eligibility.

Veterans' Preference will be granted for this examination. Veterans' Preference is an assistance program for veterans, veteran widows and widowers, and spouses of 100% disabled veterans who seek employment with the state. Veterans' Preference is also extended to currently serving military members nearing their retirement or separation date.

You are not eligible for Veteran's Preference if you are:

• A veteran who has been dishonorably discharged or released.
• A veteran, widow or widower of a veteran, or spouse of a 100 percent disabled veteran who currently has permanent civil service status. (Permanent civil service status is the status of an employee who is lawfully retained in his/her position after completion of the applicable probationary period. This does not include limited term).

Veterans' Preference is codified in Government Code Sections 18973 – 18979.

Veteran status is verified by the California Department of Human Resources (CalHR). Directions to apply for Veterans' Preference are on the Veterans' Preference Application (Std. Form 1093), which is available at www.CalCareers.ca.gov, and the Department of Veterans Affairs.

Career Credits are not granted for examination(s) administered on an Open basis or a Promotional basis.

• Public Utilities Commission

Questions regarding this examination should be directed to:

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice). TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Examination and/or Employment Application (STD 678) forms are available at the California Department of Human Resources, local offices of the Employment Development Department, and through your CalCareer Account (www.CalCareers.ca.gov).

If you meet the requirements stated on this examination bulletin, you may take this examination, which is competitive. Possession of the entrance requirements does not assure a place on the eligible list. Your performance in the examination described in this bulletin will be rated against a predetermined job-related rating, and all applicants who pass will be ranked according to their scores.

Public Utilities Commission reserves the right to revise the examination plan to better meet the needs of the service, if the circumstances under which this examination was planned change. Such revision will be in accordance with civil service laws and rules and all applicants will be notified.

General Qualifications: Applicants must possess essential personal qualifications including integrity, initiative, dependability, good judgment, the ability to work cooperatively with others, and a state of health consistent with the ability to perform the assigned duties of the class. A medical examination may be required. In open examinations, investigation may be made of employment records and personal history and fingerprinting may be required.

Eligible Lists: Eligible lists established by competitive examination, regardless of date, must be used in the following order: 1) sub-divisional promotional, 2) departmental promotional, 3) multi-departmental promotional, 4) service-wide promotional, 5) departmental open, 6) open. When there are two lists of the same kind, the older must be used first. Eligible lists will expire in one to four years unless otherwise stated on the bulletin.

High School Equivalence: Equivalence to completion of the 12th grade may be demonstrated in any one of the following ways: 1) passing the General Education Development (GED) Test; 2) completion of 12 semester units of college-level work; 3) certification from the State Department of Education, a local school board, or high school authorities that the competitor is considered to have education equivalent to graduation from high school; or 4) for clerical and accounting classes, substitution of business college work in place of high school on a year-for-year basis.

Accepted applicants must provide proof of identification at each in-person test session. Acceptable identification consists of a photo identification card or two forms of signed identification.