- Writing skills
- Customer service
- Driver's License
- Data collection
- Wellness program
- 457(b)
- Health insurance
- Paid time off
- Vision insurance
Primary Location: United States of America-OHIO-Franklin County-Columbus
Organization: Public Utilities Commission
Classified Indicator: Classified
Bargaining Unit / Exempt: Bargaining Unit
Schedule: Full-time
Work Hours: 8-5p,M-F,Flex Available
Compensation: $22.81 - $29.66 * per hour
Unposting Date: Jul 5, 2022, 10:59:00 PM
Job Function: Customer Service
Job Level: Individual Contributor
Agency Contact Name: contactjobshr@puco.ohio.gov
Agency Contact Information: contactjobshr@puco.ohio.gov
Remote - Customer Service Compliance Specialist
(220005WL)
Job Duties
About the PUCO:
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 the enforcement of safety regulations for motor carriers and railroad crossings. Led by five commissioners, we regulate industries 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 access to adequate, safe, and reliable utility services at fair prices, while facilitating an environment that provides competitive choices.
About the Service Monitoring & Enforcement Department:
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. 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:
The PUCO seeks a candidate to serve as Remote - Customer Service Compliance Specialist. Primary duties include:
Taking incoming and making outbound calls
Mediating complaints between customers and utilities
Ensuring compliance with Ohio rules and laws by regulated entities
Conducting audits of utility company policies and procedures
Please contact contactjobshr@puco.ohio.gov for a copy of the full position description. Please include the Job Title and position number, PN 20069609, in your request.
Report in location:
This position will primarily service Central Ohio and the selected candidate will report to 180 E Broad Street, Columbus, Ohio on an as agreed upon basis with supervisor.
Work location is subject to change with notice based upon business need and policy change.
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.
Qualifications
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.
Please note: These minimum qualifications for a position are requirements which must be included in the application to be considered for a position.
Include in the entire application how these minimum qualifications are met and be sure that information regarding when and where you obtained this experience is included in the Summary of Qualifications, Supplementary Comments, Work Experience/Job Duties, and Education sections of your application.
Please note: Information contained in your resume may not be seen during the screening process.
PREFERRED QUALIFICATIONS:
2+ years of Inbound Call Center/Customer Service experience
2+ years of Business Writing
Law/Rule interpretation
Time Management
MAJOR WORKER CHARACTERISTICS:
Knowledge of investigative practices & techniques; laws & rules applicable to complaints & alleged violations under investigation*; interviewing; public relations.
Ability to collect data, establish facts & draw conclusions concerning validity of complaints & allegations; use proper research methods in gathering data; handle routine & sensitive inquires from & contacts with complainants, respondents, witnesses, alleged violators, governmental officials & co-workers.
Salary information: Unless required by legislation or union contract, starting salary is set at the lowest rate of the salary range. In most cases, successful employees will increase a step in the salary range within six months, with subsequent step increases occurring every year. We also offer cost of living adjustments, longevity supplements after five years of public service, and wellness incentives.
Additional comments: This position is open to all interested applicants but may be filled by internal promotion. Written and/or oral assessments may be given as part of the selection process. As this is a bargaining unit position, the provisions of the Ohio Civil Service Employees Association (OCSEA) union contract apply.
Pursuant to the contract between the State of Ohio and OCSEA, employees serving either in an initial probationary period, trial period or promotional probationary period, shall not be permitted to bid on job vacancies.
Unusual Working Conditions: Traveling to and from utility offices and to assist at public hearings voluntarily or as assigned. Travel is very infrequent. Travel approximately 5% of the time.
Background Check Information
The final candidate for this position will be required to undergo a criminal background check. Criminal convictions do not necessarily exclude an applicant from consideration for this position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.