PUCT, Consumer Complaints Investigator (Investigator III)

PUCT, Consumer Complaints Investigator (Investigator III)

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 Complaints Investigator, a position responsible for 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.

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, including any form of telecommuting, is at management's discretion and based on the business needs of the agency and the requirements of the position. Newly hired employees are required to complete a waiting period before becoming eligible to telecommute. After thirty (30) days of employment and with supervisor approval, a new hire may telecommute up to one (1) day per week. After ninety (90) days of employment and with supervisor approval, a new hire may telecommute up to two (2) days per week. Supervisors may require new hires to report to the office more frequently if necessary to support training, performance, or business needs.

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.

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.