PUCT, Consumer Complaints Investigator (Investigator III)

The Public Utility Commission of Texas: Your Gateway to a Fulfilling Career!

NOTICE TO APPLICANTS
Applications must contain a complete job history, detailing:

• Job title

• Dates of employment

• Name of employer

• Supervisor's name and phone number

• Description of duties performed, demonstrating how you meet the minimum qualifications for the position applying for

Important: Resumes do not replace this required information. Applications stating, "See attached" or "See resume" will not be accepted. The employment history listed on your resume must match the details on the CAPPS State of Texas Application. Discrepancies will result in an incomplete application and will not be further considered for the position applying for.

Required Documents

• Letter of Interest

• Resume

The hiring manager has requested the above document(s) be submitted with the CAPPS State of Texas Application To submit a resume, you must upload it to your application. When submitting your documents, make sure to mark them as “relevant.”

Incomplete applications will not be considered. 

Applicant Release Form Website Link

WORK IN TEXAS APPLICANTS
To apply for the position, it is best to go to the CAPPS State of Texas Talent Management System to submit your application by going to https://capps.taleo.net/careersection/ex/jobsearch.ftl and select our agency, Public Utility Commission of Texas, from the "Company/Agency" list.

The Public Utility Commission regulates the state’s electric, telecommunication, and water and sewer utilities, implementing respective legislation and offering customer assistance in resolving customer complaints.

Join a Team Dedicated to Public Service
Are you passionate about making a positive impact on the lives of Texans? We are committed to building a highly skilled workforce. Our team boasts a wide range of expertise, from legal and engineering professionals to dedicated administrative staff. What unites us is our dedication to serving the public and our commitment to protecting customers, fostering competition, and promoting high quality utility infrastructure

Make a Difference with Us
We recognize the importance of motivated and knowledgeable staff to accomplish our critical mission. If you're eager to contribute to ensuring compliance within the electric, telecommunications, and water and sewer utilities, we want to hear from you! A career at the PUC will not only expand your professional horizons but also make you part of a highly motivated, technically skilled, and supportive team environment.

DIVISION – CONSUMER PROTECTION DEPARTMENT - COMPLAINTS

About Division Name
The Consumer Protection Division (CPD) is the face of the agency. Our main focus is to protect consumers by assisting Texans with their Electric, Telephone, Water & Sewer services, the Texas No-Call list and by operating and maintaining the Power to Choose website.

CPD is comprised of three teams that work together:

Intake Center: This team is the frontline of CPD. They take incoming calls from consumers, assist with their questions and concerns, and help them in areas open to electric competition via the Power to Choose website. They take complaints and answer questions about billing, services and other concerns. They also process all incoming online complaints, mail and scan paper documents.

Complaints: This team processes all informal complaints brought to the Commission, including those related to Electric, Telephone, Water & Sewer, No-call, and non-jurisdictional issues. They act as mediators to help resolve informal complaints. The team maintains a 99% success rate in resolving issues.

Licensing & Compliance: This team ensures all companies are registered with the PUCT and are in compliance with applicable rules. They work with ERCOT to ensure electric companies follow current regulations and help facilitate customer transfers as companies enter or exit the market.

CPD also maintains the “Power to Save” website.

Looking to take the next step in your career? Ready for a meaningful career in public service? The Public Utility Commission of Texas (PUCT) has an opportunity for a motivated professional to help advance the agency’s mission and support critical work for the state of Texas.

The Consumer Protection Division is seeking a Consumer Complaints Investigator, a position responsible for performing complex to highly complex complaint resolution work involving the investigation of informal complaints from customers relating to a wide variety of issues involving their electric, water and sewer, and telephone utility services and resolving each complaint by issuing written decisions to all parties of the complaints.

The ideal candidate should possess the following minimum qualifications:

• Graduation from High School or GED equivalent; and

• A minimum of two (2) years’ experience performing complex administrative work in a customer service environment or three (3) years’ experience working as a customer service representative in a call center. 

Preferred Qualifications:

• Bilingual in Spanish and English with the ability to communicate effectively verbally and in writing with Spanish-speaking consumers.

WORK SCHEDULE
The PUCT operates on a standard work schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. Employees may request an alternative work schedule in accordance with the PUCT's Alternative Work Schedule Policy. Approval of such requests, including any form of telecommuting, is at management's discretion and based on the business needs of the agency and the requirements of the position.

Newly hired employees are required to complete a waiting period before becoming eligible to telecommute. After thirty (30) days of employment and with supervisor approval, a new hire may telecommute up to one (1) day per week. After ninety (90) days of employment and with supervisor approval, a new hire may telecommute up to two (2) days per week. Supervisors may require new hires to report to the office more frequently if necessary to support training, performance, or business needs.

VETERAN’S PREFERENCE
Veterans, Reservists, or Guardsmen with a Military Occupation Specialty (MOS) or additional duties that fall in the fields listed in the below link who meet the minimum qualifications are encouraged to apply.

The MOS codes applicable to this position can be accessed at:

Military Crosswalk for Consumer Complaints Investigator

If you qualify for a Veteran Employment Preference, it is mandatory that you provide the required documentation with your State of Texas Application. Documentation must be provided before a Veteran Preference can be granted. Required documentation is as follows: Veteran – DD Form 214; Surviving Spouse of a Veteran who has not remarried – Marriage Certificate and DD Form 1300; Orphan of a Veteran who was killed during active duty – Birth Certificate and DD Form 1300.

A detailed job description can be viewed on our website:

https://puc.texas.gov/HumanResources/Home/Jobs

Salary commensurate with qualifications. The salary of an ERS Retiree or non-contributing member may be 6% less than the recommended salary.

REMARKS

• Due to the volume of applications received, only candidates selected for an interview will be contacted. Non-selection notifications will be sent to interviewed candidates following the hiring decision.

• All information provided in connection with an employment application must be accurate and complete. Any misstatement, falsification, or omission of information may result in refusal to hire or, if hired, termination.

• If the position requires it, licensure as a Professional Engineer or to practice law in Texas will be verified through the Professional Board of Engineers or the State Bar of Texas for the selected candidate.

• A satisfactory driving record is necessary for driving a state or personal vehicle for agency business. Selected candidates will have their driving records evaluated according to the Commission’s Traffic Safety policy.

• For males born on or after January 1, 1960, the PUC will verify Selective Service registration through the online Selective Service System. Males born after January 1, 1960, who are not registered must provide proof of exemption from the Selective Service registration requirement.

• The Public Utility Commission of Texas (PUCT) participates in the EVerify+ system to confirm employment eligibility for all newly hired employees. All candidates must be legally authorized to work in the United States at the time of hire.

• Employment offers are contingent upon successful completion of the EVerify+ employment eligibility process.

• The PUCT does not have the ability to sponsor employees for work authorization and does not have a formal training program to participate in the STEM OPT extension program sponsored through U.S. Universities. 

• Your application for a position with access to sensitive systems, confidential records, or information related to critical infrastructure facilities may subject you to a criminal background check pursuant to Texas Government Code § 411.14031 and Texas Utilities Code § 12.107 after a conditional offer of employment is made. Your consent for this criminal background check will be requested following a conditional offer of employment.

• The Public Utility Regulatory Act imposes certain restrictions on PUCT employees’ investments, professional activities, and relationships with public utilities, with some limited exceptions. PUCT employees are also prohibited from having a financial interest in a public utility, an affiliate of a public utility, and a person a significant portion of whose business consists of furnishing goods or services to public utilities or affiliates.

• The PUCT has a Post-Employment Restriction – details furnished upon request.

• The PUCT is an Equal Employment Opportunity Employer.

INTERNAL APPLICANT ELIGIBILTY REQUIREMENTS
Newly hired employees must successfully complete their six-month probationary period and have a satisfactory performance review on file before becoming eligible to apply for other positions within the PUCT.

Employees who transfer to a new position or division must remain in their new role for at least six months and have a satisfactory performance review before applying for another position within the PUCT.

Employees are not eligible to apply for positions within their classification series in their current division. This restriction does not apply for supervisory positions within the same classification series. Advancement within a classification series in the same division occurs through the promotional process based on demonstrated performance at the high level.