Remote - Customer Service Compliance Investigation Specialist

About Us

We are the Public Utilities Commission of Ohio — the PUCO. We support Ohio’s communities, helping keep the lights on, homes and businesses warm, and roadways safe. The PUCO is the state agency responsible for the oversight of utilities such as natural gas and electricity and enforcement of safety regulations for motor carriers, ferries, and railroad companies. Led by five commissioners, we regulate an industry with an economic impact of over $24 billion on Ohio’s economy.

To accomplish this mission, we need a diverse team of employees. The PUCO employs engineers, lawyers, analysts, accountants, customer service representatives, human resource professionals, auditors, investigators, information technology specialists, technical and field staff, communication professionals and economists. But most importantly, we hire passionate Ohioans who want to make a difference in our state.

Our Mission

To assure all residential and business customers have access to adequate, safe, and reliable utility services at fair prices, while facilitating an environment that provides competitive choices.

Service Monitoring and Enforcement

The Service Monitoring and Enforcement Department examines the quality of service provided by utility companies to ensure that safe, dependable, and quality services are being provided to Ohioans. PUCO investigators answer and respond to thousands of customer complaints and requests for information each year through the PUCO Call Center. Technical and field staff monitor and inspect electric, natural gas, telecommunication, and water infrastructure for safety compliance.

What You'll Do

A Remote - Customer Service Compliance Investigation Specialist will:

• Answer incoming hotline calls from Ohio’s utility customers and providing relevant answers and resources for 4 hours a day.
• Investigate, conduct research, and analyze data, statistics, and information pertaining to customer service complaints for 4 hours a day.
• Conduct interviews regarding customer service issues.
• Determine areas of non-compliance and preparing correspondence and reports documenting specific recommendations for corrective action.
• Educate customers and utility company representatives on the Public Utilities Commission of Ohio's position on rules and regulations interpretation.

Position - Work Hours* - 8:00-5:00, Monday-Friday; The PUCO offers a Time & Attendance Policy that ensures sufficient staffing to meet customer needs, establishes business hours of operation and core hours, and provides time and attendance accountability for staff, while providing flexible scheduling options. Policy options include - Alternative Work Schedules: A schedule that includes Start-Time Windows, Flextime, or Compressed Work Schedule.

• Working hours, schedule and options made available will be determined by the supervisor and/or department management to ensure adequate staffing to perform all business and administrative functions to provide maximum service and meet divisional and overall agency operational need.

REPORT TO WORK LOCATION: This position has been identified as one which will primarily work remotely*. However, training needs and/or in person meetings may require an employee to report to 180 E Broad Street, Columbus, Ohio 43215. Travel will be on the employee's own time and at their own expense unless otherwise appropriate. For Remote positions: The employee must live in the state of Ohio or be willing to relocate to Ohio.

• May be subject to change with little or no notice at management's discretion.

Position Description: Please contact contactjobshr@puco.ohio.gov for a copy of the full position description. In the email request please include the position title and position number, PN 20069950.

Status of Posted Positions: To check the status of your application at any point within the hiring process, sign into your profile online, click the “My Jobpage” tab, the application status is shown to the right of the position title and the application submission details. -Communication regarding your application will be sent to the email address provided on the application- Questions about the position not pertaining to your application status can be directed to: contactjobshr@puco.ohio.gov.

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 Ohio Med PPO plan.

Dental, Vision and Basic Life Insurance

• Dental, vision and basic life insurance premiums are free after one year of continuous service.

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

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.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

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.

Application Information:

• Paper applications, email applications and attachment documents will not be accepted. To be considered for the position an online Ohio Civil Service Application must be submitted before 11:59 pm on the Unposting Date.
• Resumes, cover letters and other attached documents are not reviewed for minimum qualifications during the initial screening process.
• Consideration will only be given for qualifications, experience, training, and education where the length of months, years and how the minimum qualifications are met is clearly shown within the online application sections: Work Experience (Job Duties), and Education.
• The Ohio Civil Service Employees Association (OCSEA) union contract is applicable to this bargaining unit (or union-represented) position. Current state of Ohio employees working under the contract between the state of Ohio and the OCSEA are not eligible to apply for open positions until after any initial probationary period, promotional probationary period or trial period has been completed. The probationary or trial period must be complete at the time of application.

MINIMUM QUALIFICATIONS:

• 18 months training or 18 months experience in customer service investigation; AND valid driver's license.
• OR 2 years training or 2 years experience as investigator where experience does not correspond with cases/complaints/allegations to be assigned; AND valid driver's license.
• OR equivalent of the Minimum Class Qualifications for Employment noted above.

• Knowledge of investigative practices & techniques; laws & rules applicable to complaints & alleged violations under investigation*; interviewing; public relations.

Pay Rate Information: The starting hourly base pay rate is set at the lowest rate of the pay range. The initial base pay rate is non-negotiable, with no advance pay increases, unless required by OCSEA union contract for this union-represented position or by applicable law. Generally, the starting hourly base pay rate will increase after the first six months, with base pay rate increases yearly. The state of Ohio additionally offers cost of living pay adjustments; longevity pay after five (5) years of public service and earned wellness incentive pay.

• The selection process for this position may require a written and/or verbal assessment.

Position Travel Statement - Unusual Working Conditions: May travel on an occasional basis with a group of co-workers to public utilities located in Ohio; will be responsible for answering phone calls for several continuous hours daily. Travel approximately 5% of the time.

Reasonable Accommodation: 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. To request a reasonable accommodation (at application or prior to assessment and/or interview) please contact the agency Human Resource Offices’ ADA Coordinator, Stephanie Kamer, by emailing Stephanie.Kamer@puco.ohio.gov.

The final candidate for this position will be required to undergo a criminal background check as well as other investigative pre-employment screenings. Criminal convictions do not necessarily exclude a candidate from consideration for this position. An individual assessment of a candidate's prior criminal convictions will be made before excluding a candidate from consideration.