What are the responsibilities and job description for the Lead Customer Service Investigator (Investigator) position at Public Utilities Commission of Ohio?
Service Monitoring & Enforcement Department (SMED)
Consumer Services Division (CSD)
Hourly Rate: $27.92
About The Service Monitoring & Enforcement Department
The Service Monitoring and Enforcement Department’s (SMED) mission is to enforce consumer safeguards, to resolve consumer complaints and to ensure Ohio utility consumers receive safe and reliable services. SMED is organized into three divisions.
Consumer Services Division (CSD)
CSD includes the PUCO Call Center. Staff in this division educates consumers on their rights and responsibilities for safe and reliable service and mediates simple complaints between consumers and various utility companies. Staff will also mediate more complex disputes by collecting the facts from both parties and applying PUCO policies, rules, and regulations to resolve the dispute, including those received via the chairman, commissioners, and/or legislative liaison. CSD staff audits regulated utility and household goods companies to ensure these companies are following PUCO rules and regulations governing consumer safeguards.
What You Will Do
In this position as a Lead Customer Service Investigator, you will:
PUCO core hours of operation are Monday-Friday from 8:00am to 5:00pm, however, daily start/end times may vary based on operational need across PUCO departments. Most positions perform work on-site at the PUCO Central Office. The PUCO offers flextime work schedules that allow an employee to start the day as early as 6:00am or as late as 10:30am. Flex-time schedules are based on operational need and require supervisor approval.
Salary Information: Unless required by legislation or union contract, starting salary is set at the lowest rate of the salary range. In most cases, successful employees will increase a step in the salary range within six months, with subsequent step increases occurring every year. In addition, the State of Ohio offers cost of living adjustments, longevity supplements after five years of public service, and wellness incentives.
30 mos. trg. or 30 mos. investigative exp. with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.
Organization
Public Utilities Commission
Agency Contact Name and Information
HUMAN RESOURCES - ContactJobsHR@puco.ohio.gov.
Unposting Date
Mar 24, 2026, 11:59:00 PM
Primary Location
United States of America-OHIO-Franklin County-Columbus
Compensation
27.92
Schedule
Full-time
Work Hours
8:00-5:00 Flex Available
Classified Indicator
Classified
Union
OCSEA
Primary Job Skill
Investigation
Technical Skills
Interviewing, Customer Service, Investigation
Professional Skills
Analyzation, Leading Others
Agency Overview
The Public Utilities Commissions of Ohio (PUCO) affects nearly every household in Ohio. The PUCO regulates providers of all types of utility services which includes electric and natural gas companies, local and long-distance telephone, water and wastewater, and rail and trucking companies. More recently, the PUCO gained responsibility for facilitating competitive utility choices for Ohio consumers.
To carry out our responsibilities, the PUCO employs a professional staff that includes engineers, economists, attorneys, and safety inspectors. Continually monitoring the activities of utility and transportation companies, the PUCO works to ensure safe and reliable services for all Ohioans.
Our mission is to assure all residential and business consumers access to adequate, safe and reliable utility services at fair prices, while facilitating an environment that provides competitive choices.
Consumer Services Division (CSD)
Hourly Rate: $27.92
About The Service Monitoring & Enforcement Department
The Service Monitoring and Enforcement Department’s (SMED) mission is to enforce consumer safeguards, to resolve consumer complaints and to ensure Ohio utility consumers receive safe and reliable services. SMED is organized into three divisions.
Consumer Services Division (CSD)
CSD includes the PUCO Call Center. Staff in this division educates consumers on their rights and responsibilities for safe and reliable service and mediates simple complaints between consumers and various utility companies. Staff will also mediate more complex disputes by collecting the facts from both parties and applying PUCO policies, rules, and regulations to resolve the dispute, including those received via the chairman, commissioners, and/or legislative liaison. CSD staff audits regulated utility and household goods companies to ensure these companies are following PUCO rules and regulations governing consumer safeguards.
What You Will Do
In this position as a Lead Customer Service Investigator, you will:
- Serve as the primary point of contact and lead resource for the assigned section of the Customer Service Division (CSD) in the supervisor’s absence
- Provides subject-matter expertise on complex or escalated hotline inquiries and investigations involving utility services, electric, gas, telecommunications, water, and household goods
- Conduct detailed research and data analysis to support case resolution, policy evaluation, and program evaluation
- Deliver benchmarking insights and performance comparisons to utility company leadership
- Perform on-site inspections and audits of utility companies; interview stakeholders to identify and address customer service concerns
- Monitor utility customer service operations, programs, and compliance activities
- Prepares confidential correspondence and analytical reports containing statistics and findings that support recommendations for corrective action to the company and PUCO leadership
- Advise utility companies on the Commission's interpretation of rules, regulations, and non-compliance violations
- This is a customer service position that does not involve law enforcement investigations
PUCO core hours of operation are Monday-Friday from 8:00am to 5:00pm, however, daily start/end times may vary based on operational need across PUCO departments. Most positions perform work on-site at the PUCO Central Office. The PUCO offers flextime work schedules that allow an employee to start the day as early as 6:00am or as late as 10:30am. Flex-time schedules are based on operational need and require supervisor approval.
Salary Information: Unless required by legislation or union contract, starting salary is set at the lowest rate of the salary range. In most cases, successful employees will increase a step in the salary range within six months, with subsequent step increases occurring every year. In addition, the State of Ohio offers cost of living adjustments, longevity supplements after five years of public service, and wellness incentives.
30 mos. trg. or 30 mos. investigative exp. with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.
- Or Completion of associate core program in law enforcement, criminal justice or in academic field commensurate with program area to be assigned per approved Position Description on file; 12 mos. exp. conducting investigations &/or inspections; valid driver’s license.
- Or 30 mos. trg. or 30 mos. exp. as Investigator Assistant, 26210 with experience corresponding to type of complaints & alleged violations appearing in job posting/approved position description; valid driver's license.
- Or equivalent of Minimum Class Qualifications for Employment noted above.
Organization
Public Utilities Commission
Agency Contact Name and Information
HUMAN RESOURCES - ContactJobsHR@puco.ohio.gov.
Unposting Date
Mar 24, 2026, 11:59:00 PM
Primary Location
United States of America-OHIO-Franklin County-Columbus
Compensation
27.92
Schedule
Full-time
Work Hours
8:00-5:00 Flex Available
Classified Indicator
Classified
Union
OCSEA
Primary Job Skill
Investigation
Technical Skills
Interviewing, Customer Service, Investigation
Professional Skills
Analyzation, Leading Others
Agency Overview
The Public Utilities Commissions of Ohio (PUCO) affects nearly every household in Ohio. The PUCO regulates providers of all types of utility services which includes electric and natural gas companies, local and long-distance telephone, water and wastewater, and rail and trucking companies. More recently, the PUCO gained responsibility for facilitating competitive utility choices for Ohio consumers.
To carry out our responsibilities, the PUCO employs a professional staff that includes engineers, economists, attorneys, and safety inspectors. Continually monitoring the activities of utility and transportation companies, the PUCO works to ensure safe and reliable services for all Ohioans.
Our mission is to assure all residential and business consumers access to adequate, safe and reliable utility services at fair prices, while facilitating an environment that provides competitive choices.
Salary : $28