What are the responsibilities and job description for the Public Utilities Customer Service Investigator position at Public Utilities Commission of Ohio?
Service Monitoring & Enforcement Department (SMED)
Consumer Services Division (CSD)
Hourly Rate: $25.77
About The Service Monitoring & Enforcement Department (SMED)
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 Public Utilities Customer Service Investigator, you will:
Preferred Qualifications
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.
18 mos. trg. or 18 mos. exp. in customer service investigation; valid driver's license.
Organization
Public Utilities Commission
Agency Contact Name and Information
HUMAN RESOURCES - ContactJobsHR@puco.ohio.gov.
Unposting Date
Apr 21, 2026, 11:59:00 PM
Primary Location
United States of America-OHIO-Franklin County-Columbus
Compensation
25.77
Schedule
Full-time
Work Hours
8:00-5:00 Flex Available
Classified Indicator
Classified
Union
OCSEA
Primary Job Skill
Customer Service
Technical Skills
Data Entry, Communications, Customer Service, Investigation
Professional Skills
Customer Focus, Listening, Time Management, Verbal Communication, Written Communication
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: $25.77
About The Service Monitoring & Enforcement Department (SMED)
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 Public Utilities Customer Service Investigator, you will:
- Respond to incoming hotline calls and online chats from Ohio utility customers, providing accurate information, guidance, and relevant resources for approximately 4-hours each day.
- Research, investigate, analyze data, statistics, and documentation related to customer service complaints for an additional 4-hours daily.
- Conduct interviews with customers and utility representatives to gather details and clarify issues related to service concerns
- Determine areas of non-compliance and prepare written correspondence and reports documenting specific recommendations corrective actions
- Educate customers and utility company representatives on the PUCO interpretation of rules, regulations, and consumer rights
- This is a customer service position that does not involve law enforcement investigations
Preferred Qualifications
- Inbound call center experience
- Utility experience
- Experience interpreting the Ohio Revised and/or Ohio Administrative Code
- Strong time management skills
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.
18 mos. trg. or 18 mos. exp. in customer service investigation; valid driver's license.
- Or 2 yrs. trg. or 2 yrs. exp. as investigator where experience does not correspond with cases/complaints/allegations to be assigned; valid driver's license.
- Or equivalent of the Minimum Class Qualifications for Employment noted above.
Organization
Public Utilities Commission
Agency Contact Name and Information
HUMAN RESOURCES - ContactJobsHR@puco.ohio.gov.
Unposting Date
Apr 21, 2026, 11:59:00 PM
Primary Location
United States of America-OHIO-Franklin County-Columbus
Compensation
25.77
Schedule
Full-time
Work Hours
8:00-5:00 Flex Available
Classified Indicator
Classified
Union
OCSEA
Primary Job Skill
Customer Service
Technical Skills
Data Entry, Communications, Customer Service, Investigation
Professional Skills
Customer Focus, Listening, Time Management, Verbal Communication, Written Communication
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 : $26