Utility Termination Investigator

Description of Work

Utility Termination Investigators serve a dual role of intake and investigation. This position offers a comprehensive training program that includes classroom, one-on-one, and on-the-job training to prepare you to independently handle calls, investigate and resolve informal termination, and service utility complaints. You will learn and perform the following duties:

• Receive Complaints: Intake and log informal utility service complaints and inquiries over the phone, in writing, and in person
• Gather Information: Collect and document relevant demographic information and review utility company reports, consumer statements, and related documentation
• Conduct Investigations: Use informal investigative procedures and apply laws, regulations, policies, and practices to examine and resolve issues
• Facilitate Fairness: Ensure that all parties involved have fair opportunities to be present and challenge evidence when appropriate; identify inconsistencies in the utility company’s practice or the complainant’s reported facts
• Make Determinations: Determine the validity of complaints based on information from investigations and direct communications; determine appropriate resolution strategies; evaluate when a complaint requires escalation or referral to the formal complaint process
• Support Team Operation: Maintain current knowledge of utility practices, policies, and procedures for informal complaints; assist with other duties as assigned

Work Schedule and Additional Information

Full-time employment. Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch. Telework: You may have the opportunity to work from home (telework) full-time. Successful candidates are required to report to the headquarters worksite daily, unless the employee meets eligibility requirements and telework has been approved by the Bureau Director. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg. The ability to telework is subject to change at any time.

Additional details may be provided during the interview. To be eligible to participate in telework, the employee's alternate (telework) worksite must be within 120 miles of Harrisburg headquarters and within the Commonwealth of Pennsylvania. Please direct all questions regarding reasonable distance and the type of available telework to the PUC Human Resource Office at ra-puchr@pa.gov or 717.787.8714.

Salary: In some cases, the starting salary may be non-negotiable. You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

Required Experience, Training & Eligibility

Minimum Experience and Training Requirements: Two years as a Utility Complaints Interviewer (Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration); or Four years of experience interviewing which included obtaining, providing and evaluating information. College level training may be substituted for the required experience on a year for year basis; or Any equivalent combination of experience and training. Other Requirements: You must meet the PA residency requirement. For more information on ways to meet PA residency requirements, follow the link and click on Residency Guidelines. You must be able to perform essential job functions.

To Apply

Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).

If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable. Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted. Failure to comply with the above application requirements may eliminate you from consideration for this position.

All application materials and interview responses must reflect the applicant’s own experience, qualifications, and work. Applicants may use generative AI tools for preparation purposes only. Use of AI to misrepresent or falsify information, or to assist during interviews, is not permitted. Review the Guidance for Generative AI Tools & Job Seekers for additional information.

Veterans: Pennsylvania law (51 Pa. C.S.7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.pa.gov/agencies/employment/how-to-apply.html and click on Veterans.

Telecommunications Relay Service (TRS): 711 (hearing and speech disabilities or other individuals).