Public Utility Complaints Investigator

2 weeks ago

Dover, United States State of Delaware Full time

**Introduction**:
**Start your Career at DOS**

The Department of State's (DOS) responsibilities are found in virtually every aspect of state government: economic development, finance, transportation, housing, education, culture and quality-of-life issues. Our mission at DOS range from preserving Delaware’s historical sites and collections, to supporting small businesses and entrepreneurs, to serving consumers, public employees and veterans.

DOS offer numerous career opportunities and is dedicated to attracting and retaining highly talented individuals who are ready to make a difference in state government.

For more information, please visit our website today

**Summary Statement**:
This class is responsible for conducting regulatory compliance inspections and investigating customer complaints involving regulated public utilities.

**Essential Functions**:
Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.
- Responds to customer complaints against regulated utilities through interviewing both customers and representatives of the utility to detect discrepancies or obtain explanations for situations that led to the complaint; makes recommendations to the utility company to resolve billing discrepancies and informs customer of findings and any resolutions necessary.
- Conducts periodic field inspections of utility company complaint records to determine if records are kept in accordance with laws, rules and regulations and to verify accuracy of rates against billings.
- Conducts signal strength tests on customer premises and at cable television distribution and receiving sites; performs permit inspections for customer-owned coin operated telephones for regulatory compliance.
- Monitors utility rates assessed by public utilities, answers consumer inquiries regarding commission decisions, and may be required to testify/appear before hearings, boards or commissions.
- Prepares reports to supervisor concerning complaints, compliance, violations, investigations and findings.
- Conducts periodic water pressure tests on customer premises to determine water utility compliance with State law and PSC regulations.
- Serves as an official witness during the testing of customer electric and water meters by utility companies to determine accuracy of recording devices and to ensure tests are conducted in accordance with procedures.

**Job Requirements**:
**JOB REQUIREMENTS for Public Utility Complaints Investigator**
Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

- Six months experience in interviewing which includes using structured or unstructured interview techniques to obtain facts, explore issues and identify courses of action.
- Six months experience in record keeping.
- Knowledge of math such as addition, subtraction, multiplication, division, percentages, or decimals.
- Possession of a valid Driver's License (not suspended, revoked or cancelled, or disqualified from driving).

**Conditions of Hire**:
Applicants must be legally authorized to work in the United States. The State of Delaware Executive Branch participates in the Federal E-Verify system where the State will provide the federal government with each new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our job seeker resources.

**Benefits**:
**Selection Process**:
**Accommodations**:
The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.

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