What are the responsibilities and job description for the Consumer Complaint Investigator/Analyst position at Commonwealth of Kentucky?
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7/24/2022 (8:00 PM EDT)
22-06127
Consumer Complaint Investigator/Analyst
Pay Grade
14
Salary
$35,246.40 - $56,394.00
Employment Type
EXECUTIVE BRANCH | FULL TIME, ELIGIBLE FOR OVERTIME PAY | 18A | 37.5 HR/WK
Hiring Agency
Energy & Environment Cabinet | KY Public Service Commission
Location
211 Sower Blvd.
Frankfort, KY 40601 USA
The Public Service Commission may authorize a telecommuting work schedule for this position and may terminate or modify the telecommuting arrangement at any time.
Frankfort, KY 40601 USA
The Public Service Commission may authorize a telecommuting work schedule for this position and may terminate or modify the telecommuting arrangement at any time.
Description
The Kentucky Public Service Commission regulates the intrastate rates and services of more than 1,100 investor-owned electric, natural gas, telephone, water and sewage utilities, customer-owned electric and telephone cooperatives, water districts and associations, and certain aspects of gas pipelines. Our mission is to foster the provision of safe and reliable service at a reasonable price to the customers of jurisdictional utilities while providing for the financial stability of those utilities by setting fair and just rates.
The Consumer Complaint Investigator/Analyst position will be responsible for performing professional level work in the examination, evaluation and investigation of highly complex complaints concerning potential violations of program laws and regulations and selects the appropriate strategy for complaint resolution. Using knowledge of applicable statutes, regulations, and tariffs, answers the Public Service Commission consumer hotline and responds to both routine and complex complaints that may require further investigation.
As a member of the Consumer Services Branch Team, you will assist with examining financial documents, accounting records, bank statements, computer records, business records, public documents, and other relevant records. Compile and organize monthly complaint data for dissemination in report format for management review. Work with other staff members, utility representatives, and other state agencies to coordinate/obtain information needed to investigate the complaint.
If you are interested in joining a professional work environment, helping further the agency's mission to ensure the provision of safe and reliable services to the customers of jurisdictional utilities, along with having access to the benefits of being employed by the Public Service Commissioner, please apply for this position.
Responsibilities may include, but are not limited to:
The Consumer Complaint Investigator/Analyst position will be responsible for performing professional level work in the examination, evaluation and investigation of highly complex complaints concerning potential violations of program laws and regulations and selects the appropriate strategy for complaint resolution. Using knowledge of applicable statutes, regulations, and tariffs, answers the Public Service Commission consumer hotline and responds to both routine and complex complaints that may require further investigation.
As a member of the Consumer Services Branch Team, you will assist with examining financial documents, accounting records, bank statements, computer records, business records, public documents, and other relevant records. Compile and organize monthly complaint data for dissemination in report format for management review. Work with other staff members, utility representatives, and other state agencies to coordinate/obtain information needed to investigate the complaint.
If you are interested in joining a professional work environment, helping further the agency's mission to ensure the provision of safe and reliable services to the customers of jurisdictional utilities, along with having access to the benefits of being employed by the Public Service Commissioner, please apply for this position.
Responsibilities may include, but are not limited to:
- Conducts investigations of highly complex complaints concerning potential violations of program laws and regulations.
- Conducts interviews through oral and written communications to parties involved.
- Analyzes information and complaint trends, prepares weekly, monthly, and yearly activity reports.
- Creates reports and graphs based on consumer complaint data.
- Submits complaints in writing to utility and reviews utility's responses.
- Makes determination if a violation occurred.
- Closes resolved complaints or provides customers with formal complaint forms for unresolved complaints.
- Serves as backup to the branch manager and/or Consumer Investigator Analyst to compile and organize monthly complaint data, interpret complaint data, and identify trends.
- Performs other duties as assigned.
- Experience with investigative work
- Experience in working with the public
- High knowledge and experience with information technology software and creating reports
- Reliable team player
- Positive attitude
- Excellent oral and written communication skills
- Health, vision, and dental insurance coverage with several self/family coverage options
- State paid life insurance with options for additional self/family coverage
- KY Retirement pension plan
- 11 ½ days of paid holidays
- Accrued vacation time
- Accrued sick time
- Accrued overtime compensation
- Blood donation time – up to four hours
- Voting time – up to four hours
- Time given to attend chosen state sponsored events – up to two hours
- Own office with four walls and a door
- Public Service Commission is its own building with own parking lot for staff
Minimum Requirements
EDUCATION: Graduate of a college or university with a bachelor's degree.
EXPERIENCE, TRAINING, OR SKILLS: Must have four years experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field.
Substitute EDUCATION for EXPERIENCE: NONE
Substitute EXPERIENCE for EDUCATION: Experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field will substitute for the required education on a year-for-year basis. Current or prior military experience will substitute for the required college on a year for year basis. Prior military experience will only substitute if the individual received an honorable discharge, discharge under honorable conditions, or a general discharge.
SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.): Must possess and maintain a valid driver's license prior to appointment in this classification. Must maintain any required licensure(s), certification(s), or other credentials for the length of employment in this classification. Employing agency is responsible for ensuring employee possesses and maintains required licensure(s), certification(s), or other credentials.
Working Conditions
Routine office work. May travel and work irregular hours if involved in specific investigation.
Probationary Period
This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.
If you have questions about this advertisement, please contact Stephanie Schweighardt at sschweighardt@ky.gov or 502-782-2561.
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