Public Utilities Customer Service Investigator
About The Position
About The Service Monitoring & Enforcement Department (SMED): 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 Will Do: In this position as a Public Utilities Customer Service Investigator, you will: 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 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
Requirements
- 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
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 )
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
101-250 employees
