Utility Complaints Investigator Trainee, PUC

THE POSITION

Do you like digging for details, doing research, learning new things, and helping people? Want to work for an employer who invests in your future and prepares you for the next level? We are looking for team members that are highly motivated with excellent communication skills to join us at the Pennsylvania Public Utility Commission (PUC) as a Utility Complaints Investigative Trainee. Utility Complaints Investigator Trainees investigate complaints and payment arrangement requests received from utility consumers. The position offers a one (1) year comprehensive training program that includes classroom, one-on-one and on-the-job training to prepare you to independently investigate and resolve informal consumer utility complaints. Successful completion of the 12-month training period will result in a promotion to a Utility Complaints Investigator with an increase in salary! This is an exciting opportunity to embark upon a promising career with the PUC.

DESCRIPTION OF WORK

This role introduces you to the investigative process used to address informal utility complaints submitted to the Pennsylvania Public Utility Commission. You learn how to apply laws, policies, and procedures to reach fair and accurate outcomes. As a Utility Complaints Investigator Trainee, you will perform the following duties:

• Regulation Knowledge: Develop understanding of rules, regulations, and laws related to utility complaints
• Training Participation: Take part in formal and on-the-job training to build investigative skills
• Complaint Assistance: Help investigate, evaluate, and resolve informal consumer utility complaints
• Evidence Review: Ensure all parties have a fair chance to present and challenge information
• Decision Support: Assist in preparing findings, documenting results, and supporting compliant resolutions
• Intake Functions: Perform basic intake tasks such as answering calls, emails, or online submissions

• Full-time employment
• Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
• Telework: You may have the opportunity to work from home (telework) full-time. Successful candidates are required to report to the headquarters worksite daily, unless the employee meets eligibility requirements and telework has been approved by the Bureau Director. Management may discontinue any telework arrangement at any time, for any reason. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
  • To be eligible to participate in telework, the employee's alternate (telework) worksite must be within 120 miles of Harrisburg headquarters and within the Commonwealth of Pennsylvania.
  • Please direct all questions regarding reasonable distance and the type of available telework to the PUC Human Resource Office at ra-puchr@pa.gov or 717.787.8714.
• Salary: In some cases, the starting salary may be non-negotiable.
• You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

• One year as a Utility Termination Investigator (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or
• Five years of customer service or claims processing experience which includes obtaining, providing, and evaluating information, including or supplemented by one year of experience in the collection, compilation, investigation, and evaluation of information to determine compliance with and enforce rules, regulations, and statutes; or
• An equivalent combination of experience and training that includes one year of experience in the collection, compilation, investigation, and evaluation of information to determine compliance with and enforce rules, regulations, and statutes.

• You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency.
• You must be able to perform essential job functions.

• Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
• If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
• Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
• Failure to comply with the above application requirements may eliminate you from consideration for this position.
• All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

• Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

• 711 (hearing and speech disabilities or other individuals).

EXAMINATION INFORMATION

• Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).
• Your score is based on the detailed information you provide on your application and in response to the supplemental questions.
• Your score is valid for this specific posting only.
• You must provide complete and accurate information or:
  • your score may be lower than deserved.
  • you may be disqualified.
• You may only apply/test once for this posting.
• Your results will be provided via email.

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Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

• Eligibility rules apply.