PUCT, Consumer Care Representative (Investigator II)

About the role

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: if you're passionate about making a positive impact on the lives of Texans, the PUC is committed to building a highly skilled workforce with expertise ranging from legal and engineering professionals to dedicated administrative staff. United by a dedication to serving the public, protecting customers, fostering competition, and promoting high‑quality utility infrastructure, a career at the PUC expands your professional horizons while placing you on a motivated, technically skilled, and supportive team.

Responsibilities

• Answer a high volume of routine and moderately complex telephone calls through the PUCT's Consumer Assistance Call Center.
• Provide information on services provided by telephone, electric and water utilities.
• Assist with filing complaints.
• Perform general administrative support tasks.
• Handle inquiries and process informal complaints from intake to resolution.

Qualifications

Minimum qualifications:

• Graduation from High School or GED equivalent.
• A minimum of two (2) years of full‑time experience providing customer service to the public and performing administrative support duties in an office environment.

Preferred qualifications:

• Fluency in speaking, reading, writing, and translating Spanish and English.
• Experience working as a customer service representative in a Call Center.
• Experience providing customer service with a state regulatory agency, utility company, or in a mediation or complaint resolution environment.

Benefits

In addition to a positive and family‑friendly work culture, the PUC offers a comprehensive benefits package to its employees. For a detailed overview, please visit: https://www.puc.texas.gov/HumanResources/Home/Benefits.

Pay

Starting salary will be determined based on the selected candidate's qualifications and experience within the advertised salary range. The salary of an ERS retiree or non‑contributing member may be 6% less than the recommended salary.

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 is based on business needs and management discretion and is not guaranteed. Newly hired employees are required to complete a waiting period before becoming eligible to telecommute. After 30 days of employment and with supervisor approval, a new hire may telecommute up to one day per week.