Public Utilities Customer Service Investigator (Reposting) - State of Ohio Jobs - Franklin County, OH

Public Utilities Customer Service Investigator (Reposting) - State of Ohio Jobs - Franklin County, OH -

Public Utilities Customer Service Investigator (Reposting)
State of Ohio Jobs – Franklin County, OH
$19.29 an hour – Full-time, Contract

Independently investigates, conducts analysis, and analyzes knowledge, statistics and knowledge pertaining to customer support and complaints for electrical, fuel, phone, and water/wastewater corporations’ providers; family items complaints or contacts; supplies customer support experience to different company personnel or utility firm officers (e.g., explains specific firm customer support features; offers utility firm benchmarking info to firm officers; and explains Fee’s place on such points because the reconnect order); conducts on-website firm visits and interviews relating to customer support points (i.e., customer support audits together with evaluating the effectivity of customer support management info gear); screens utility customer support features and packages (e.g., on-website firm visits, and buyer and firm surveys; assessment of requested info from the corporate; evaluate of Investigation and Audit Division (IAD) buyer contact data), determines areas of non-compliance and/or potential drawback areas, and prepares correspondence and studies containing statistics or different info documenting the necessity for particular suggestions for corrective motion to the corporate and PUCO superiors; instructs utility corporations in regards to the Fee’s place on guidelines and laws interpretation and non-compliance violations; determines vital points in filings which have biggest impression on residential utility buyer providers; researches and writes IAD’s enter on utility firm buyer providers in Employees Reviews.

Mediates complaints collected by mail, company referral, phone, or stroll-ins (e.g., negotiates cost preparations acceptable to each utility firm and the client; settles disputes between the client and utility firm by way of investigation and rule interpretation) and serves as liaison between clients and utility corporations; supplies info relating to utility providers to clients (e.g., gear malfunction, load meters, billing format); interprets numerous pc reviews and different paperwork offered by utility corporations in response to complaints; prepares correspondence and reviews relating to outcomes of mediation and analysis; operates private pc to enter, retrieve and look at knowledge in Outlook, CMS, Phrase and Excel in an effort to analyze and interpret info to write down reviews on particular customer support issues; responds to requests for mediation help and knowledge from specialised teams (e.g., authorities officers, utility officers, legislators); evaluations information of the case with the client; explains utility corporations’ charges and billing procedures to clients; references associated rule/regulation or accredited tariff; summarizes disposition to complainant; screens utility buyer providers developments to make sure applicable coverage remedy by PUCO; writes particular updates on and informs different IAD employees of erupting customer support points.

Advises PUCO personnel on the viability of present and proposed customer support requirements and providers at numerous conferences as division consultant (e.g., requirements improvement committees); represents the Fee and/or participates in state and federal conferences, hearings, and conferences (e.g., provides shows, acts as facilitator or moderator, solutions questions, and/or offers a report summarizing what occurred on the assembly); writes and delivers speeches to shoppers, civic and social teams on behalf of the Fee; participates in division pure groups and company high quality enchancment groups; writes and/or edits informational publication brochures and/or booklets; maintains case information of all analysis and investigation actions; operates gear reminiscent of facsimile machine, pc, copier, and calculator with a purpose to carry out job-associated duties; performs particular tasks and associated duties as assigned (e.g., hosts and facilitates excursions of IAD; staffs IAD info sales space at PUCO annual employees conferences).

Analyzes utility firm tariffs filed with the PUCO and price buildings particularly as they relate to pending Ohio utility fee instances into account and customer support points.

Maintains a radical information of PUCO guidelines and laws by attending inner employees conferences and coaching periods, and by reviewing new and revised orders and legal guidelines in an effort to examine and assessment utility corporations’ customer support practices and insurance policies to guarantee high quality customer support and compliance with such guidelines (e.g., disconnection rule, % of Revenue Cost Plan, credit score rule), laws, requirements (e.g., Phone Firm Procedures and Requirements, Minimal Water Service Requirements, Electrical Service and Security Requirements), and state regulation (e.g., O.R.C. Chapter 49).

Minimal Qualifications:
18 months coaching or 18 months expertise in customer support investigation; AND legitimate driver’s license.

• OR 2 years coaching or 2 years expertise as investigator the place expertise doesn’t correspond with instances/complaints/allegations to be assigned; AND legitimate driver’s license.


• OR equal of the Minimal Class Qualifications for Employment famous above.

Main Employee Traits:
Information of investigative practices & methods; legal guidelines & guidelines relevant to complaints & alleged violations beneath investigation*; interviewing; public relations.

Capability to gather knowledge, set up information & draw conclusions regarding validity of complaints & allegations; use correct analysis strategies in gathering knowledge; deal with routine & delicate inquires from & contacts with complainants, respondents, witnesses, alleged violators, governmental officers & co-staff.

Developed after employment.

Supplemental Info:
Remark 1:
This can be a reposting.

This place is open to all State of Ohio staff, however could also be crammed by inner promotion. Written and/or oral assessments could also be given as half of the choice course of. As this can be a bargaining unit place, the provisions of the contract apply.

Remark 2:
Pursuant to the contract between the state of Ohio and Ohio Civil Service Staff Affiliation, staff serving both in an preliminary probationary interval, trial interval or promotional probationary interval, shall not be permitted to bid on job vacancies.

Remark three:
The ultimate candidate for this place will probably be required to bear a legal again floor examine. Felony convictions don’t essentially preclude an applicant from consideration for this place. A person evaluation of an applicant’s prior felony convictions will probably be made earlier than excluding an applicant from consideration.

Remark four:
Purposes will solely be accepted by means of the www.mycareers.ohio.gov web site. We not settle for hand-delivered, mailed, or faxed purposes.

APPLY THIS JOB HERE

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