The Public Utilities Commission of Ohio (PUCO) is responsible for regulating utility services in Ohio. They are seeking a Public Utilities Customer Service Investigator to respond to customer inquiries, investigate service complaints, and ensure compliance with utility regulations.

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

Skills

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

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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