Consumer Complaints Investigator - Consumer Protection/Complaints

Public Utility Commission of Texas
B
United States, Texas, Austin
1701 Congress Avenue (Show on map)
Mar 29, 2025
Primary Location : Texas-Austin Work Locations : Public Utility Commission of T 1701 N Congress Ave Austin 78701 Job : Business and Financial Operations Employee Status : Regular Schedule : Full-time Standard Hours Per Week : 40.00 State Job Code : 1353 Salary Admin Plan : B Grade : 18 Salary (Pay Basis) : 4,584.00 - 5,400.00 ( Monthly ) Number of Openings : 1 Overtime Status : Non-exempt Job Posting : Mar 28, 2025, 4:13:44 PM Closing Date : Ongoing Description POSITION # 00040202 The Public Utility Commission of Texas: Your Gateway to a Fulfilling Career! The Public Utility Commission regulates the state's electric, telecommunication, and water and sewer utilities, implementing respective legislation and offering customer assistance in resolving customer complaints. Join a Team Dedicated to Public Service Are you passionate about making a positive impact on the lives of Texans? We are committed to building a highly skilled workforce. Our team boasts a wide range of expertise, from legal and engineering professionals to dedicated administrative staff. What unites us is our dedication to serving the public and our commitment to protecting customers, fostering competition, and promoting high quality utility infrastructure Make a Difference with Us We recognize the importance of motivated and knowledgeable staff to accomplish our critical mission. If you're eager to contribute to ensuring compliance within the electric, telecommunications, and water and sewer utilities, we want to hear from you! A career at the PUC will not only expand your professional horizons but also make you part of a highly motivated, technically skilled, and supportive team environment. Competitive Benefits Package In addition to a positive and family-friendly work culture, the PUC offers a comprehensive benefits package to its employees. For a detailed overview, please visit https://www.puc.texas.gov/HumanResources/Home/Benefits. Ready to Make a Difference? Apply Today! DIVISION - CONSUMER PROTECTION SECTION - COMPLAINTS The Consumer Protection Division (CPD) is the face of the agency. Our main focus is to protect consumers by assisting Texans with their Electric, Telephone, Water & Sewer services, the Texas No-Call list and by operating and maintaining the Power to Choose website. CPD is comprised of three teams that work together: Intake Center: This team is the frontline of CPD. They take incoming calls from consumers, assist with their questions and concerns, and help them in areas open to electric competition via the Power to Choose website. They take complaints and answer questions about billing, services and other concerns. They also process all incoming online complaints, mail and scan paper documents. Complaints: This team processes all informal complaints brought to the Commission, including those related to Electric, Telephone, Water & Sewer, No-call, and non-jurisdictional issues. They act as mediators to help resolve informal complaints. The team maintains a 99% success rate in resolving issues. Licensing & Compliance: This team ensures all companies are registered with the PUCT and are in compliance with applicable rules. They work with ERCOT to ensure electric companies follow current regulations and help facilitate customer transfers as companies enter or exit the market. CPD also maintains the "Power to Save" website. Complaints is seeking a Consumer Complaints Investigator with a strong initiative, a passion for the utility regulatory industry, and a drive to grow their career, knowledge, skills, and experience performing complex to highly complex complaint resolution work involving the investigation of informal complaints from customers relating to a wide variety of issues involving their electric, water and sewer, and telephone utility services and resolving each complaint by issuing written decisions to all parties of the complaints. Qualifications The ideal candidate should possess the following minimum qualifications: Graduation from High School or GED equivalent; And a minimum of two (2) years' experience performing complex administrative work in a customer service environment or three (3) years' experience working as a customer service representative in a call center. Preferred Qualifications: Bilingual in Spanish and English with the ability to communicate effectively verbally and in writing with Spanish-speaking consumers. WORK SCHEDULE The PUCT operates on a standard work schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. Employees have the opportunity to submit a request for an Alternative Work Schedule, which may include modified hours or a remote or hybrid work schedule. Alternative Work Schedule requests will be reviewed on a case-by-case and approved based on the specific requirements of the role and the business needs of the Commission. VETERAN'S PREFERENCE Veterans, Reservists, or Guardsmen with a Military Occupation Specialty (MOS) or additional duties that fall in the fields listed in the below link who meet the minimum qualifications are encouraged to apply. The MOS codes applicable to this position can be accessed at: Military Crosswalk for Consumer Complaints Investigator If you qualify for a Veteran Employment Preference, it is mandatory that you provide the required documentation with your State of Texas Application. Documentation must be provided before a Veteran Preference can be granted. Required documentation is as follows: Veteran - DD Form 214; Surviving Spouse of a Veteran who has not remarried - Marriage Certificate and DD Form 1300; Orphan of a Veteran who was killed during active duty - Birth Certificate and DD Form 1300. A detailed job description can be viewed on our website: https://puc.texas.gov/HumanResources/Home/Jobs Salary commensurate with qualifications. The salary of an ERS Retiree or non-contributing member may be 6% less than the recommended salary. NOTICE TO APPLICANTS Applications must contain a complete job history, detailing: Job title Dates of employment Name of employer Supervisor's name and phone number Description of duties performed, demonstrating how you meet the minimum qualifications for the position applying for Important: Resumes do not replace this required information. Applications stating, "See attached" or "See resume" will not be accepted. The experience listed on your resume must match the details on the CAPPS State of Texas Application. Discrepancies will result in an incomplete application. Required Documents *Resume* The hiring manager has requested the above document(s) be submitted with the CAPPS State of Texas Application To submit a resume, you must upload it to your application. When submitting your documents, make sure to mark them as "relevant." Incomplete applications will not be considered. Applicant Release Form Website Link WORK IN TEXAS APPLICANTS To apply for the position, it is best to go to the CAPPS State of Texas Talent Management System to submit your application by going to https://capps.taleo.net/careersection/ex/jobsearch.ftl and select our agency, Public Utility Commission of Texas, from the "Company/Agency" list. If applying through Work in Texas (WIT) you will also need to complete the supplemental questions and forms to be considered for this posting. An automated email from the CAPPS State of Texas Talent Management System will be sent to your email on file in WIT with additional instructions. REMARKS Due to the volume applications received, only candidates selected for an interview will be contacted. Non-selection notifications will be sent interviewed candidates following the hiring decision. All information provided in connection with an employment application must be accurate and complete. Any misstatement, falsification, or omission of information may result in refusal to hire or, if hired, termination. If the position requires it, licensure as a Professional Engineer or to practice law in Texas will be verified through the Professional Board of Engineers or the State Bar of Texas for the selected candidate. A satisfactory driving record is necessary for driving a state or personal vehicle for agency business. Selected candidates will have their driving records evaluated according to the Commission's Traffic Safety policy. For males born on or after January 1, 1960, the PUC will verify Selective Service registration through the online Selective Service System. Males born after January 1, 1960, who are not registered must provide proof of exemption from the Selective Service registration requirement. The PUCT participates in E-Verify and will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. The Public Utility Regulatory Act imposes certain restrictions on PUCT employees' investments, professional activities, and relationships with public utilities, with some limited exceptions. PUCT employees are also prohibited from having a financial interest in a public utility, an affiliate of a public utility, and a person a significant portion of whose business consists of furnishing goods or services to public utilities or affiliates. The PUCT has a Post-Employment Restriction - details furnished upon request. The PUCT is an Equal Employment Opportunity Employer.