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COMPLAINTS INVESTIGATOR

The Complaints Investigator is responsible for the resolution or referral of customer complaints and/or questions regarding State-regulated utilities. This position is governed by state

Class Code:

X167C

Job Grade:

GS04

Special Job Requirements:

None

Typical Functions:

Communicates with utility customers in response to complaints, inquiries, and questions regarding utility services and gathers information from utility customers. Investigates, analyzes, and evaluates customer account records, billing data, and usage data regarding complaints, inquiries, and questions about utility services. Researches regulatory policy and precedent, utility tariffs and policies, the Commission’s General Service Rules, telecommunications provider rules, and other relevant regulations to determine whether utility actions and responses are in compliance with the Commission’s requirements. Evaluates utility responses to customer complaints regarding utility services and the relative merits of possible alternative courses of action and provides detailed, accurate responses to complaints and inquiries within established time frames. Proposes resolutions, expedites corrective actions required, and communicates with the utility and the consumer to ensure an appropriate resolution of issues regarding utility services. Records all information regarding complaint/resolution into database and accurately codes the complaint issues and company actions to enable research and monitoring of complaints, inquiries, and questions regarding utility services. Performs other duties as assigned.

Knowledge, Abilities, and Skills:

Knowledge of procedural methods used to locate required information. Ability to make arithmetic computations. Ability to explain agency and public utilities policies and procedures to customers. Ability to investigate problem areas and provide responses to complaints. Ability to prepare and present oral and written information.

Minimum Qualifications:

The formal education equivalent of an associate’s degree in general business or a related field; plus one year of experience in data collection or customer assistance activities. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE.

Required Certificates:

None

Exempt:

N
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