Job Details

Public Utilities Customer Service Investigator

Service Monitoring & Enforcement Department

Consumer Services Division

Hourly Rate: $25.77

About The Service Monitoring & Enforcement Department:

The Service Monitoring and Enforcement Department's (SMED) mission is to enforce consumer safeguards; to resolve consumer complaints and to ensure Ohio utility consumers receive safe and reliable services. SMED is organized into three divisions.

Consumer Services Division (CSD):

CSD includes the PUCO Call Center. Staff in this division educates consumers on their rights and responsibilities for safe and reliable service and mediates simple complaints between consumers and various utility companies. Staff will also mediate more complex disputes by collecting the facts from both parties and applying PUCO policies, rules and regulations to resolve the dispute, including those received via the chairman, commissioners and/or legislative liaison. CSD staff audits regulated utility and household goods companies to ensure these companies are following PUCO rules and regulations governing consumer safeguards.

What You'll Do:

In this position as a Public Utilities Customer Service Investigator, you will:

• Answer incoming hotline calls or chats from Ohio's utility customers and provide relevant answers and resources for approximately 4 hours a day
• Investigate, conduct research, and analyze data, statistics, and information pertaining to customer service complaints for 4 hours day
• Conduct interviews regarding customer service issues
• Determine areas of non-compliance and prepare correspondence and reports documenting specific recommendations for corrective action
• Educate customers and utility company representatives on the Public Utilities Commission of Ohio's position on rules and regulations interpretation

** This is a customer service position that does not involve law enforcement investigations

Our organization currently follows a hybrid work structure where employees can work remotely or from the office as needed and based on operational need. This is subject to change with limited notice. A teleworking agreement must be approved by management. This is a primarily remote position, but some in person trainings and meetings may be required.

Preferred Qualifications:

• Inbound call center experience
• Utility experience
• Experience interpreting the Ohio Revised and/or Ohio Administrative Code
• Strong time management skills

PUCO core hours of operation are Monday-Friday from 8:00am to 5:00pm, however, daily start/end times may vary based on operational need across PUCO departments. Most positions perform work on-site at the PUCO Central Office. Flex-time schedules are based on operational need and require supervisor approval.

Salary Information: Unless required by legislation or union contract, starting salary is set at the lowest rate of the salary range. In most cases, successful employees will increase a step in the salary range within six months, with subsequent step increases occurring every year. In addition, the State of Ohio offers cost of living adjustments, longevity supplements after five years of public service, and wellness incentives.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes:

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems ( such as OPERS, STRS, SERS, and HPRS ) & Optional Deferred Compensation ( Ohio Deferred Compensation )

*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.

Qualifications

18 mos. trg. or 18 mos. exp. in customer service investigation; valid driver's license.

-Or 2 yrs. trg. or 2 yrs. exp. as investigator where experience does not correspond with cases/complaints/allegations to be assigned; valid driver's license.

-Or equivalent of the Minimum Class Qualifications for Employment noted above.

Job Skills: Customer Service

Technical Skills: Communications, Data Entry, Investigation

Professional Skills: Listening, Verbal Communication, Time Management