PUCT, Consumer Care Representative (Investigator II)

DIVISION - CONSUMER PROTECTION

DEPARTMENT - INTAKE

About Consumer Protection 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. 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: Looking to take the next step in your career? Ready for a meaningful career in public service? The Public Utility Commission of Texas (PUCT) has an opportunity for a motivated professional to help advance the agency's mission and support critical work for the state of Texas. The Consumer Protection Division is seeking a Consumer Care Representative, a position responsible for performing work involving answering a high volume of routine and moderately complex telephone calls through the PUCT's Consumer Assistance Call Center. Provide information on services provided by telephone, electric and water utilities; assist with filing complaints; and perform general administrative support tasks. Handle inquiries and process informal complaints from intake to resolution. Qualifications Graduation from High School or GED equivalent; and, A minimum of two (2) years of full-time experience providing customer service to the public and performing administrative support duties in an office environment. Preferred Qualifications Fluency in speaking, reading, writing, and translating Spanish and English. Experience working as a customer service representative in a Call Center. Experience providing customer service with a state regulatory agency, utility company, or in a mediation or complaint resolution environment.

WORK SCHEDULE

The PUCT operates on a standard work schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. Employees may request an alternative work schedule in accordance with the PUCT's Alternative Work Schedule Policy. Approval of such requests is based on business needs and management discretion and is not guaranteed. Newly hired employees are required to complete a waiting period before becoming eligible to telecommute. After 30 days of employment and with supervisor approval, a new hire may telecommute up to one day per week. After 90 days of employment and with supervisor approval, a new hire may telecommute up to two days per week. Supervisors may require new hires to report to the office more frequently if necessary to support training, performance, or business needs.

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 Care Representative 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 Starting salary will be determined based on the selected candidate's qualifications and experience within the advertised salary range. The salary of an ERS retiree or non-contributing member may be 6% less than the recommended salary.

REMARKS

Due to the volume of applications received, only candidates selected for an interview will be contacted. The timing of application review and interviews may vary based on the needs of the agency and the recruitment process. 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 Public Utility Commission of Texas (PUCT) participates in the EVerify+ system to confirm employment eligibility for all newly hired employees. All candidates must be legally authorized to work in the United States at the time of hire. Employment offers are contingent upon successful completion of the EVerify+ employment eligibility process. The PUCT does not have the ability to sponsor employees for work authorization and does not have a formal training program to participate in the STEM OPT extension program sponsored through U.S. Universities. Your application for a position with access to sensitive systems, confidential records, or information related to critical infrastructure facilities may subject you to a criminal background check pursuant to Texas Government Code 411.14031 and Texas Utilities Code 12.107 after a conditional offer of employment is made. Your consent for this criminal background check will be requested following a conditional offer of employment. 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. Internal Applicant Eligibility Requirements Newly hired employees must successfully complete their six-month probationary period and have a satisfactory performance review on file before becoming eligible to apply for other positions within the PUCT. Employees who transfer to a new position or division must remain in their new role for at least six months and have a satisfactory performance review before applying for another position within the PUCT. Employees are not eligible to apply for positions within their classification series in their current division. This restriction does not apply for supervisory positions within the same classification series. Advancement within a classification series in the same division occurs through the promotional process based on demonstrated performance at the high level. #J-18808-Ljbffr Public Utility Commission of Texas