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Lead Customer Service Investigator

3 months ago

Columbus, Ohio, United States State of Ohio Full time
Primary Location

Primary Location

:

United States of America-OHIO-Franklin County-Columbus
Organization

Organization

:

Public Utilities Commission
Bargaining Unit / Exempt

:

Bargaining Unit
Schedule

Schedule

:

Full-time
Work Hours

:

8:00-5:00, Flex available

Compensation

:

25.45
Unposting Date

Primary Job Skill

Technical Skills

:

Interviewing, Investigation
Professional Skills

:

Analyzation, Leading Others
Agency Contact Name

:

HUMAN RESOURCES
Agency Contact Information

:

Job Duties
I
Service Monitoring & Enforcement Department (SMED)
Consumer Services Division (CSD)
Hourly Rate:

$25.45

About Us:


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.


What You'll Do:
In this position as a

Lead Customer Service Investigator

you will:
Act as lead resource in absence of supervisor for assigned section of CSD
Handle escalated calls and assist with complex cases including submission by other state agencies or the legislature
Conduct investigations of complaints and allegations pertaining to utilities (electric, gas, telecommunication, and water)
Conduct research and analyze data
Conduct on-site company inspections and/or audits, and conducts interview regarding customer service issues
Advise Public Utilites Commission of Ohio personnel on the viability of existing and proposed customer service standards and services
Represent the Commission and/or participate in state and federal meetings, hearings, and conferences

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

What's in it for you:
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
Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.
Dental, Vision and Basic Life Insurance
Dental, vision, and basic life insurance premiums are free after completed eligibility period . Length of eligibility period is dependent on union representation.
Time Away From Work and Work/Life Balance
Paid time off, including vacation, personal, and sick leave
11 paid holidays per year
Childbirth/Adoption leave
Employee Development Funds

The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System
OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee's salary. Visit the

OPERS website

for more information.
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 driver's 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 driver's 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 driver's license.

  • Or equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills:

Investigation, Interviewing
Professional Skills:

Analyzation, Leading Others
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 driver's 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 driver's 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 driver's license.

  • Or equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills:

Investigation, Interviewing
Professional Skills:

Analyzation, Leading Others

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.

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.

Knowledge of investigative practices & techniques; record keeping methods & procedures & preservation of evidence; agency, state &/or federal statutes, rules, regulations & procedures applicable to complaints & alleged violations under investigation*; Chapter 119 hearing process*; case preparation; interviewing; public relations; employee training & development*.

Skill in operation of personal computer, laptop computer & related software; office equipment (e.g., photocopier, fax machine); use of surveillance equipment (e.g., digital camera; 35mm camera; audio/visual recording equipment); operation of motor vehicle; Ability to define problems, collect data, establish facts & draw conclusions concerning validity of complaints/allegations; prepare, accumulate & safeguard confidential case evidence & documentation & recommend final disposition consistent with findings; use proper research methods in gathering data; handle routine & sensitive inquiries from & contacts with complainants, respondents, witnesses, alleged violators, government officials & co-workers.

(*)Developed after employment.
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 &/or education sections on your civil service application.

Please do not use "see resume" as a substitution for the completed application; assumptions will not be made. If you have attached supporting documents in the past, you must make them relevant on your current application.

This is done in step 7 "Additional Attachments." If you don't demonstrate how, you meet minimum qualifications in the supplemental questions, your application may be disqualified from consideration.

The final candidate for this position will be required to undergo a criminal background check. Criminal convictions do not
necessarily preclude an applicant from consideration for this position. An individual assessment of an applicant's prior
criminal convictions will be made before excluding an applicant from consideration.

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