Public Utilities Customer Service Investigator

State of Ohio • Columbus, OH

3d • Hybrid

About The Position

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. 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. 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.

Requirements

• 18 mos. trg. or 18 mos. exp. in customer service investigation; valid driver's license.
• 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.
• Equivalent of the Minimum Class Qualifications for Employment noted above.
• Customer Service
• Valid driver's license

Nice To Haves

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

Responsibilities

• Respond to incoming hotline calls and online chats from Ohio utility customers, providing accurate information, guidance, and relevant resources for approximately 4-hours each day.
• Research, investigate, analyze data, statistics, and documentation related to customer service complaints for an additional 4-hours daily.
• Conduct interviews with customers and utility representatives to gather details and clarify issues related to service concerns
• Determine areas of non-compliance and prepare written correspondence and reports documenting specific recommendations corrective actions
• Educate customers and utility company representatives on the PUCO interpretation of rules, regulations, and consumer rights

Benefits

• 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 )
• Cost of living adjustments
• Longevity supplements after five years of public service
• Wellness incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed