PUCT, Consumer Care Representative (Investigator II)

About the role

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

Responsibilities

• Answer a high volume of routine and moderately complex telephone calls through the PUCT's Consumer Assistance Call Center.
• Aid consumers with their Electric, Telephone, Water & Sewer services, the Texas No-Call list, and the Power to Choose website.
• Assist with filing complaints and provide information on services provided by telephone, electric and water utilities.
• Handle inquiries and process informal complaints from intake to resolution.
• Perform general administrative support tasks.

Requirements

• 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.

Qualifications

• 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

Competitive benefits package including a positive and family-friendly work culture, comprehensive benefits, and a standard work schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m.

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.