Public Utilities Customer Service Investigator

State of Ohio • Columbus, OH

361d • $24 • Hybrid

About The Position

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, including the Consumer Services Division (CSD). CSD includes the PUCO Call Center, where staff educate consumers on their rights and responsibilities for safe and reliable service and mediate simple complaints between consumers and various utility companies. Staff also mediate more complex disputes by collecting facts from both parties and applying PUCO policies, rules, and regulations to resolve the dispute. Additionally, CSD staff audits regulated utility and household goods companies to ensure compliance with PUCO rules and regulations governing consumer safeguards.

Requirements

• 18 months training or 18 months experience in customer service investigation; valid driver's license
• Or 2 years training or 2 years experience as an 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

Nice To Haves

• Inbound call center experience
• Utility experience
• Experience interpreting the Ohio Revised and/or Ohio Administrative Code
• Strong time management skills

Responsibilities

• 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 a 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: No Education Listed
• Number of Employees: 1-10 employees