Lead Customer Service Investigator (Investigator)
Lead Customer Service Investigator (Investigator)
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Job Description
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.
30 mos. trg. or 30 mos. investigative exp. with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid drivers license.
-Or Completion of associate core program in law enforcement criminal justice or in academic field commensurate with program area to be assigned per approved Position Description on file; 12 mos. exp. conducting investigations &/or inspections; valid drivers license.
-Or 30 mos. trg. or 30 mos. exp. as Investigator Assistant 26210 with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid drivers license.
-Or equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills: Investigation
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.
Applications must clearly indicate how the applicant meets the minimum qualifications for the position. All answers to the supplemental questions must be supported by information provided in the work experience and/or education sections on your application. If you have attached supporting documents in the past you must make them relevant on your current application. If you do not demonstrate how you meet minimum qualifications in the application your application may be disqualified from consideration. Answering the supplement questions does not prove you meet the minimum qualifications.
Ohio is a Disability Inclusion State and strives to be a model employer of individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services activities programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.
Lead Customer Service Investigator (Investigator)
Service Monitoring & Enforcement Department (SMED)
Consumer Services Division (CSD)
Hourly Rate: $27.92
About The Service Monitoring & Enforcement Department:
The Service Monitoring and Enforcement Departments (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 Youll Do:
In this position as a Lead Customer Service Investigatoryou will:
- Serve as the primary point of contact and lead resource for the assigned section of the Customer Service Division (CSD) in the supervisors absence
- Manage escalated customer inquiries and resolve complex cases including those referred by other state agencies or the legislature
- Investigate complaints and allegations related to utility services (electric gas telecommunications and water)
- Perform in-depth research and data analysis to support case resolution and policy evaluation
- Conduct on-site inspections and audits of utility companies; interview stakeholders to address customer service concerns
- Provide expert guidance to Public Utilities Commission of Ohio staff regarding the effectiveness and feasibility of current and proposed customer service standards and practices
- Represent the Commission in state and federal hearings meetings and conferences contributing subject-matter expertise
Report in location:180 E. Broad St. Columbus Ohio 43215 Franklin County.
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
Salary Information:Unless required by legislation or union contract starting salary is set at the lowest rate of the salary most cases successful employees will increase a step in the salary range within six months with subsequent step increases occurring every addition the State of Ohio offers cost of living adjustments longevity supplements after five years of public service and wellness incentives.
At the State of Ohio we take care of the team that cares for Ohioans. We provide a variety of quality competitive benefits to eligible full-time and part-time employees*. For a list of all the State of Ohio Benefits visit ourTotal Rewards website! Our benefits package includes:
- 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)
*Benefits eligibility is dependent on a number of factors. The Agency Contact listed above will be able to provide specific benefits information for this position.
Employment Type
Full-Time
