Public Utilities Customer Service Investigator

State of Ohio • Columbus, OH

5d • $26 • Hybrid

About The Position

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. About The Service Monitoring & Enforcement Department: 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.
• 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

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 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

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 )

What This Job Offers

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