Consumer Complaint Investigator I

Kentucky Personnel Cabinet • Frankfort, KY

2d

About The Position

The Kentucky Public Service Commission regulates the intrastate rates and services of more than 1,100 investor-owned electric, natural gas, telephone, water and sewage utilities, customer-owned electric and telephone cooperatives, water districts and associations, and certain aspects of gas pipelines. Our mission is to foster the provision of safe and reliable service at a reasonable price to the customers of jurisdictional utilities while providing for the financial stability of those utilities by setting fair and just rates.

The Public Service Commission has an opening for a Consumer Complaint Investigator I position within the Consumer Services Branch within the Division of General Administration. This position is responsible for assisting with incoming calls to the Public Service Commission's call center with all information tracked through the agency’s Complaint Information System (CIS) and Amazon Connect System (AWS). The chosen candidate will assist with the examination, evaluation and investigation work of highly complex complaints concerning potential violations of program laws and regulations.

Requirements

• Graduate of a college or university with a bachelor's degree.
• NONE
• Must possess a valid driver's license prior to employment in this job classification.
• Must maintain any required licensure(s), certification(s), or other credentials for the length of employment in this job classification.
• Employing agency is responsible for ensuring employee possesses and maintains required licensure(s), certification(s), or other credentials.

Nice To Haves

• Experience with call centers managing complaint calls
• Experience in investigating, mediating or resolving complaints
• Experience working with the public
• Knowledge and experience with IT software and creating reports
• Reliable team player
• Positive and professional attitude
• Excellent oral and written communication skills

Responsibilities

• Assists with incoming calls of highly complex complaints regarding jurisdictional utilities
• Conducts in-office investigations of highly complex complaints concerning potential violations of program laws and regulations.
• Conducts interviews through oral and written communications to parties involved.
• Analyze information and complaint trends, prepare weekly, monthly, and yearly activity reports.
• Creates reports and graphs based on consumer complaint data.
• Compiles and organizes monthly complaint data, interpret complaint data, and identify trends.
• Performs other duties as required.

Benefits

• Hybrid telecommuting work schedule after completing the required six-month probationary period
• Health insurance coverage with several self/family coverage options
• Optional vision and dental insurance coverage with several self/family coverage options
• State paid life insurance with options for additional self/family coverage
• KY Retirement plan
• Paid holidays
• Accrued vacation time
• Accrued sick time
• Office with four walls and a door

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level