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'll 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

Manage escalated customer inquiries and resolve complex cases, including those referred by other state agencies or the legislature

Investigate complaints and allegations related to utility services (electric, gas, telecommunications, and water)

Perform in-depth research and data analysis to support case resolution and policy evaluation

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

Provide expert guidance to Public Utilities Commission of Ohio staff regarding the effectiveness and feasibility of current and proposed customer service standards and practices

Represent the Commission in state and federal hearings, meetings, and conferences, contributing subject-matter expertise

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

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

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