Consumer Complaint Investigator III

Consumer Complaint Investigator III

Agency : 185 CORPORATION COMMISSION

Supervisory Organization : Corporation Commission

Job Type : Full time

Compensation : Annual Salary : $55,000 - $75,000, commensurate with experience and qualifications.

Basic Purpose

Positions in this job family are involved in receiving, investigating, and researching consumer complaints and inquiries regarding public utilities, oil and gas mineral owners; and directing calls to subject matter experts in other Oklahoma Corporation Commission divisions. This will include recommending satisfactory solutions that are compliant with Oklahoma Corporation Commission administrative rules and state statutes regarding consumer complaints and possible enforcement actions.

Typical Functions

Phone Based Consumer Complaint Investigator :

• Receives complaints and inquiries from consumers or the public regarding regulated entities.
• Conducts investigations and routes findings to proper authorities.
• Serves as a liaison between the public and regulated entities in resolving complaints.
• Attends informal hearings and may be called as a witness.

Education and Experience

Requirements consist of a bachelor's degree; or an equivalent combination of education and experience, substituting one year of experience receiving, analyzing, and resolving public and / or customer complaints or applicable experience for each year of the required education.

Knowledge, Skills, and Abilities

Knowledge of business communications; of basic mathematics; of consumer affairs; of modern office practices and procedures; proficient in basic typing and data entry; and of methods of conducting investigations. Ability is required to establish and maintain effective working relationships with others; to analyze problems and recommend effective solutions; to conduct several projects simultaneously; and to communicate effectively, both orally and in writing. Previous call center experience is appreciated.

Special Requirements

Must be able to deal with consumers and utilities in a highly confrontational setting, while maintaining a professional decorum.

Additional Job Description

Core work hours for the Oklahoma Corporation Commission are Monday through Friday, 8am-4 : 30pm. This schedule may require flexibility based on the needs of the agency.

Remote work may be required based on the needs of the agency, division, and program. Applicant must be willing and able to work BOTH on-site and remotely, generally in the applicant's home. Applicant must have a secure internet connection and Teams phone capabilities during scheduled working hours.

Benefits

Conditions of Employment

Disclaimer

This job description is intended as a summary of the primary responsibilities of and qualifications for this position. The job description is not intended as inclusive of all duties an individual in this position might be asked to perform or of all qualifications that may be required either now or in the future.

All employees appointed to state service, whether initial hiring, transferring from one state agency to another state agency, or returning to state service following a break in service will be required to complete a twelve-month trial period in accordance with Civil Service and Human Capital Modernization Rule 260 : 130-19-30.

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.