The Public Utilities Commission of Ohio (PUCO) is responsible for regulating utility services in Ohio. They are seeking a Public Utilities Customer Service Investigator to respond to customer inquiries, investigate service complaints, and ensure compliance with utility regulations.
Responsibilities
- Respond to incoming hotline calls and online chats from Ohio utility customers, providing accurate information, guidance, and relevant resources for approximately 4-hours each day
- Research, investigate, analyze data, statistics, and documentation related to customer service complaints for an additional 4-hours daily
- Conduct interviews with customers and utility representatives to gather details and clarify issues related to service concerns
- Determine areas of non-compliance and prepare written correspondence and reports documenting specific recommendations corrective actions
- Educate customers and utility company representatives on the PUCO interpretation of rules, regulations, and consumer rights
Skills
- 18 mos. trg. or 18 mos. exp. in customer service investigation; valid driver's license
- Or 2 yrs. trg. or 2 yrs. exp. as investigator where experience does not correspond with cases/complaints/allegations to be assigned; valid driver's license
- Or equivalent of the Minimum Class Qualifications for Employment noted above
- Inbound call center experience
- Utility experience
- Experience interpreting the Ohio Revised and/or Ohio Administrative Code
- Strong time management skills
Benefits
- 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)
Company Overview
BWC helps thousands of injured workers and their employers each year by providing support, resources, and services to ensure workplace safety and recovery. It was founded in 1912, and is headquartered in Columbus, Ohio, USA, with a workforce of 1001-5000 employees. Its website is https://info.bwc.ohio.gov.