Lead Customer Service Investigator

2 weeks ago

Columbus, United States State of Ohio Full time

Lead Customer Service Investigator (Investigator)

Service Monitoring & Enforcement Department (SMED)

Consumer Services Division (CSD)

Hourly Rate: $26.72

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 Utilities 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

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

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

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