Lead Customer Service Investigator (Investigator)

Schedule: Full-time

Lead Customer Service Investigator (Investigator)

Service Monitoring & Enforcement Department (SMED)

Consumer Services Division (CSD)

Hourly Rate: $27.92

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 Will Do:

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

Serve as the primary point of contact and lead resource for the assigned section of the Customer Service Division (CSD) in the supervisor’s absence

Provides subject-matter expertise on complex or escalated hotline inquiries and investigations involving utility services, electric, gas, telecommunications, water, and household goods

Conduct detailed research and data analysis to support case resolution, policy evaluation, and program evaluation

Deliver benchmarking insights and performance comparisons to utility company leadership

Perform on-site inspections and audits of utility companies; interview stakeholders to identify and address customer service concerns

Monitor utility customer service operations, programs, and compliance activities

Prepares confidential correspondence and analytical reports containing statistics and findings that support recommendations for corrective action to the company and PUCO leadership

Advise utility companies on the Commission's interpretation of rules, regulations, and non-compliance violations

Report in location: 180 E. Broad St., Columbus, Ohio 43215, Franklin County.

** 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

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. The PUCO offers flextime work schedules that allow an employee to start the day as early as 6:00am or as late as 10:30am. 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.

30 mos. trg. or 30 mos. investigative exp. with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.

-Or Completion of associate core program in law enforcement, criminal justice or in academic field commensurate with program area to be assigned per approved Position Description on file; 12 mos. exp. conducting investigations &/or inspections; valid driver’s license.

-Or 30 mos. trg. or 30 mos. exp. as Investigator Assistant, 26210 with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.

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

Job Skills: Investigation