Public Utilities Customer Service Investigator

Overview

Public Utilities Customer Service Investigator

Service Monitoring & Enforcement Department

Consumer Services Division

Hourly Rate: $25.77

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.

• 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.

• 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.

Minimum 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