Public Utilities Customer Service Investigator

Job Description

Public Utilities Customer Service Investigator (2600046X) – Public Utilities Commission (PUCO)

United States, Ohio, Franklin County, Columbus

Full-time, 8:00–5:00. Hybrid work structure with approved teleworking. Hourly Rate: $25.77.

• Respond to hotline calls and online chats from Ohio utility customers, providing accurate information, guidance, and relevant resources for approximately 4 hours each day.
• Research, investigate, and 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 service concerns.
• Determine areas of non‑compliance and prepare written correspondence and reports documenting specific recommendations for corrective actions.
• Educate customers and utility company representatives on PUCO interpretations of rules, regulations, and consumer rights.

• Inbound call center experience.
• Utility industry experience.
• Experience interpreting the Ohio Revised Code and/or Ohio Administrative Code.
• Strong time‑management skills.

• 18 months of training or experience in customer‑service investigation; valid driver’s license.
• OR 2 years of training or experience as an investigator in a related field where cases/complaints do not directly correspond to the role; valid driver’s license.
• OR equivalent of the Minimum Class Qualifications for Employment noted above.

• Medical coverage.
• Free dental, vision, and basic life insurance premiums after the 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).

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.