PSC COMPLAINTS INVESTIGATOR SUPERVISOR

Position Information

Class Code: X218C

Grade: GS07

FLSA Status: NON-EXEMPT

Salary Range: $40,340.00 - $64,343.00

Summary

The Complaints Investigator Supervisor is responsible for supervising employees with the resolution or referral of customer complaints and/or questions regarding State-regulated utilities and performing related administrative duties. This position is governed by state and federal laws and agency policy.

Functions

Directs the activities of a medium to large professional staff by training, assigning and reviewing work.

Provides direction to lower-level employees by advising on complaint issues and problems, serving as a technical resource, and reviewing and developing schedules. 

Reviews complaint records for compliance with all regulations and guidelines. Utilizes various computer programs for data and information gathering and various studies and report generating.

Communicates with utility customers in response to complaints, inquiries, and questions regarding utility services and gathers information from utility customers. Investigates, analyzes, and evaluates customer account records, billing data, and usage data regarding complaints, inquiries, and questions about utility services.

Researches regulatory policy and precedent, utility tariffs and policies, the Commission's General Service Rules, Telecommunications Provider Rules, and other relevant regulations to determine whether utility actions and responses are in compliance with the Commission's requirements.

Evaluates utility responses to customer complaints regarding utility services and the relative merits of possible alternative courses of action.

Coordinates section activities by providing advice and assistance to Section Manager and confers with utility personnel regarding utility compliance/inspection, quality of service, and consumer service programs.

May act as a team leader on projects by interviewing and recommending for hire, assigning, overseeing, and reviewing work, and training new employees.  Performs other duties as assigned.

Dimensions

None

Knowledge, Skills and Abilities

Knowledge of the laws, rules, and regulations governing the operations of utility industries.

Ability to plan work objectives and operational activities and to assign and direct the work of subordinates.

Ability to monitor and evaluate the compliance of utility companies with operating standards.

Knowledge of procedural methods used to locate required information.

Knowledge of supervisory practices and procedures.

Ability to make arithmetic computations.

Ability to explain agency and public utilities' policies and procedures to customers. Ability to investigate problem areas and provide guidance to complaints investigators on complaints.

Ability to prepare and present technical information verbally and in writing.

Minimum Qualifications

The formal education equivalent of a bachelor’s degree in general business, office administration or a related field; plus three years of experience in data collection or customer assistance activities, including two years in a supervisory or leadership capacity.

Licenses