Public Utilities Customer Service Investigator

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.

The Public Utilities Commissions of Ohio (PUCO) affects nearly every household in Ohio. The PUCO regulates providers of all types of utility services which includes electric and natural gas companies, local and long-distance telephone, water and wastewater, and rail and trucking companies. More recently, the PUCO gained responsibility for facilitating competitive utility choices for Ohio consumers.

To carry out our responsibilities, the PUCO employs a professional staff that includes engineers, economists, attorneys, and safety inspectors. Continually monitoring the activities of utility and transportation companies, the PUCO works to ensure safe and reliable services for all Ohioans.

Our mission is to assure all residential and business consumers access to adequate, safe and reliable utility services at fair prices, while facilitating an environment that provides competitive choices.

Applications must clearly indicate how the applicant meets the minimum qualifications for the position. All answers to the supplemental questions must be supported by information provided in the work experience &/or education sections on your civil service application. Please do not use “see resume” as a substitution for the completed application; assumptions will not be made. If you have attached supporting documents in the past, you must make them relevant on your current application.

Written &/or oral assessments will be administered in person as part of the selection process at our Columbus, Ohio central headquarter office

For Bargaining unit positions, the provisions of the Ohio Civil Service Employees Association contract apply.

Selection devices, proficiency testing and/or assessments may be used to determine if an applicant meets and is proficient in the minimum qualifications for this position. If you are applying for the same classification within a four month period, your previous score from the selection instrument (interview, proficiency test and/or assessment) may be carried forward for consideration.

The State of Ohio is a drug-free workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.

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.

Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.

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