A Day in the Life:

Responsibilities include:

• Investigate complaints in accordance with the Indiana Code (IC) Indiana Administrative Code (IAC), utility tariffs and other relative information
• Comprehend and interpret IC, IAC, utility tariffs, and other relative information
• Critically analyze data, interpret technical material and complaints/inquires, and exercise logical thinking
• Communicate extensively with other IURC divisions, utilities, utility groups, other state agencies in efforts to fully investigate all issues, rules and regulations to determine possible resolutions
• Serve as primary source in gathering information from consumer necessary to initiate an informal utility complaint on behalf of the ratepayer
• Obtain all necessary facts in the case in order to create a thorough record
• Manage a high volume of correspondence/data/information from customers and utility representatives regarding new and pending complaints/inquiries
• Document every step taken during the complaint handling process in a timely manner
• Issue timely determinations consistent with the IC, IAC, utility tariffs, and other relative information
• Draft appropriate, concise, and coherent responses to external and internal customers
• Maintains knowledge of current, applicable laws and the complaint handling process
• Responsible for fielding a minimum of 200-300 calls per month
• Monitor and track a minimum assignment of 126 complaints per month to facilitate movement of cases in the handling process in an effort to keep backlog to a manageable level
• Close more than the minimum assigned complaints per month to maintain a manageable case load
• Research issues using Indiana Code, Indiana Administrative Code, utility tariffs and other relative information
• Performs well independently as well in a group setting
• Operates effectively in high pressure, quickly evolving and/or adversarial environments
• Adhere to the work schedule and begin shift promptly at 8:15 am

The job profile is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

Credentials:

• Bachelor’s degree preferred, but will consider Customer Service certification and/or relevant work experience
• Regulatory or utility industry experience is preferred.

Additional qualifications:

• Must demonstrate an ability to excel with limited supervision as well as in a workgroup setting.
• Organization, accuracy, consistency and clarity are required.
• Demonstrate superior capabilities to communicate orally and in writing.
• Other job requirements include:
  • Excellent attention to detail.
  • Solid verbal and written communication skills.
  • Basic knowledge of math and theoretical application.
  • Understanding of basic IT concepts and working knowledge of Microsoft Office Suite, specifically proficient experience in word documents, power point, and excel for purposes of data collection.
  • Working knowledge of Customer Relationship Management (CRM) system.
  • Curiosity to learn.
  • Self-motivated.
  • Well organized.
  • Ability to accept and learn from constructive feedback.
  • Ability to effectively keep up with large amounts of required reading.
  • Commitment to teamwork.
• Able to perform essential functions with or without reasonable accommodation.