Lead Customer Service Investigator (Investigator)

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 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 Lead Customer Service Investigator, you will:

• Serve as the primary point of contact and lead resource for the assigned section of the Customer Service Division (CSD) in the supervisor’s absence
• Provides subject-matter expertise on complex or escalated hotline inquiries and investigations involving utility services, electric, gas, telecommunications, water, and household goods
• Conduct detailed research and data analysis to support case resolution, policy evaluation, and program evaluation
• Deliver benchmarking insights and performance comparisons to utility company leadership
• Perform on-site inspections and audits of utility companies; interview stakeholders to identify and address customer service concerns
• Monitor utility customer service operations, programs, and compliance activities
• Prepares confidential correspondence and analytical reports containing statistics and findings that support recommendations for corrective action to the company and PUCO leadership

• Advise utility companies on the Commission's interpretation of rules, regulations, and non-compliance violations

Report in location: 180 E. Broad St., Columbus, Ohio 43215, Franklin County.

** 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

PUCO core hours of operation are Monday-Friday from 8:00am to 5:00pm, however, daily start/end times may vary based on operational need across PUCO departments. Most positions perform work on-site at the PUCO Central Office. The PUCO offers flextime work schedules that allow an employee to start the day as early as 6:00am or as late as 10:30am. Flex-time schedules are based on operational need and require supervisor approval.

Salary Information: Unless required by legislation or union contract, starting salary is set at the lowest rate of the salary range. In most cases, successful employees will increase a step in the salary range within six months, with subsequent step increases occurring every year. In 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 our Total 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.

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.

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.