Lead Customer Service Investigator (Investigator)
Columbus, Ohio
Employer: Ohio Department of Aging
Industry: Investigation
Salary: $25.45 per hour
Job type: Full-Time
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Lead Customer Service Investigator (Investigator)
Service Monitoring & Enforcement Department (SMED)
Consumer Services Division (CSD)
Hourly Rate: $25.45
About Us:
Our mission is to assure all residential and business consumers 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's (SMED) mission is to enforce consumer safeguards, to resolve consumer complaints and to ensure Ohio utility consumers receive safe and reliable services. SMED is organized into three divisions.
Consumer Services Division (CSD)
CSD includes the PUCO Call Center. Staff in this division educates consumers on their rights and responsibilities for safe and reliable service and mediates simple complaints between consumers and various utility companies. Staff will also mediate more complex disputes by collecting the facts from both parties and applying PUCO policies, rules and regulations to resolve the dispute, including those received via the chairman, commissioners and/or legislative liaison. CSD staff audits regulated utility and household goods companies to ensure these companies are following PUCO rules and regulations governing consumer safeguards.
What You'll Do:
In this position as a Lead Customer Service Investigator you will:
Our organization currently follows a hybrid work structure where employees can work remotely or from the office as needed and based on operational need. This is subject to change with limited notice. A teleworking agreement must be approved by management
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
Qualifications
30 mos. trg. or 30 mos. investigative exp. with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.
-Or Completion of associate core program in law enforcement, criminal justice or in academic field commensurate with program area to be assigned per approved Position Description on file; 12 mos. exp. conducting investigations &/or inspections; valid driver's license.
-Or 30 mos. trg. or 30 mos. exp. as Investigator Assistant, 26210 with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.
-Or equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills: Investigation, Interviewing
Professional Skills: Analyzation, Leading Others
Lead Customer Service Investigator (Investigator)
Service Monitoring & Enforcement Department (SMED)
Consumer Services Division (CSD)
Hourly Rate: $25.45
About Us:
Our mission is to assure all residential and business consumers 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's (SMED) mission is to enforce consumer safeguards, to resolve consumer complaints and to ensure Ohio utility consumers receive safe and reliable services. SMED is organized into three divisions.
Consumer Services Division (CSD)
CSD includes the PUCO Call Center. Staff in this division educates consumers on their rights and responsibilities for safe and reliable service and mediates simple complaints between consumers and various utility companies. Staff will also mediate more complex disputes by collecting the facts from both parties and applying PUCO policies, rules and regulations to resolve the dispute, including those received via the chairman, commissioners and/or legislative liaison. CSD staff audits regulated utility and household goods companies to ensure these companies are following PUCO rules and regulations governing consumer safeguards.
What You'll Do:
In this position as a Lead Customer Service Investigator you will:
- Act as lead resource in absence of supervisor for assigned section of CSD
- Handle escalated calls and assist with complex cases including submission by other state agencies or the legislature
- Conduct investigations of complaints and allegations pertaining to utilities (electric, gas, telecommunication, and water)
- Conduct research and analyze data
- Conduct on-site company inspections and/or audits, and conducts interview regarding customer service issues
- Advise Public Utilites Commission of Ohio personnel on the viability of existing and proposed customer service standards and services
- Represent the Commission and/or participate in state and federal meetings, hearings, and conferences
Our organization currently follows a hybrid work structure where employees can work remotely or from the office as needed and based on operational need. This is subject to change with limited notice. A teleworking agreement must be approved by management
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 available Ohio Med plans.
- Dental, vision, and basic life insurance premiums are free after completed eligibility period . Length of eligibility period is dependent on union representation.
- Paid time off, including vacation, personal, and sick leave
- 11 paid holidays per year
- Childbirth/Adoption leave
- The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.
- 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.
- The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.
Qualifications
30 mos. trg. or 30 mos. investigative exp. with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.
-Or Completion of associate core program in law enforcement, criminal justice or in academic field commensurate with program area to be assigned per approved Position Description on file; 12 mos. exp. conducting investigations &/or inspections; valid driver's license.
-Or 30 mos. trg. or 30 mos. exp. as Investigator Assistant, 26210 with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.
-Or equivalent of Minimum Class Qualifications for Employment noted above.
Job Skills: Investigation, Interviewing
Professional Skills: Analyzation, Leading Others
Created: 2024-06-09
Reference: 24000578
Country: United States
State: Ohio
City: Columbus
ZIP: 43026