Consumer Complaints Investigator - Consumer Protection/Complaints
Company: Public Utility Commission of Texas
Location: Austin
Posted on: May 4, 2025
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Job Description:
Primary Location: Texas-Austin Work Locations: Public Utility
Commission of T 1701 N Congress Ave Austin 78701 Job: Business and
Financial Operations Employee Status: Regular Schedule: Full-time
Standard Hours Per Week: 40.00 State Job Code: 1353 Salary Admin
Plan: B Grade: 18 Salary (Pay Basis): 4,584.00 - 5,400.00 (Monthly)
Number of Openings: 1 Overtime Status: Non-exempt Job Posting: Mar
28, 2025, 9:13:44 PM Closing Date: Ongoing Description POSITION #
00040202
The Public Utility Commission of Texas: Your Gateway to a
Fulfilling Career!
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
Are you passionate about making a positive impact on the lives of
Texans? We are committed to building a highly skilled workforce.
Our team boasts a wide range of expertise, from legal and
engineering professionals to dedicated administrative staff. What
unites us is our dedication to serving the public and our
commitment to protecting customers, fostering competition, and
promoting high quality utility infrastructure
Make a Difference with Us
We recognize the importance of motivated and knowledgeable staff to
accomplish our critical mission. If you're eager to contribute to
ensuring compliance within the electric, telecommunications, and
water and sewer utilities, we want to hear from you! A career at
the PUC will not only expand your professional horizons but also
make you part of a highly motivated, technically skilled, and
supportive team environment.
Competitive Benefits Package
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 .
Ready to Make a Difference? Apply Today!
DIVISION - CONSUMER PROTECTION SECTION - COMPLAINTS
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:
Intake Center: This team is the frontline of CPD. They take
incoming calls from consumers, assist with their questions and
concerns, and help them in areas open to electric competition via
the Power to Choose website. They take complaints and answer
questions about billing, services and other concerns. They also
process all incoming online complaints, mail and scan paper
documents.
Complaints: This team processes all informal complaints brought to
the Commission, including those related to Electric, Telephone,
Water & Sewer, No-call, and non-jurisdictional issues. They act as
mediators to help resolve informal complaints. The team maintains a
99% success rate in resolving issues.
Licensing & Compliance: This team ensures all companies are
registered with the PUCT and are in compliance with applicable
rules. They work with ERCOT to ensure electric companies follow
current regulations and help facilitate customer transfers as
companies enter or exit the market.
CPD also maintains the "Power to Save" website.
Complaints is seeking a Consumer Complaints Investigator with a
strong initiative, a passion for the utility regulatory industry,
and a drive to grow their career, knowledge, skills, and experience
performing complex to highly complex complaint resolution work
involving the investigation of informal complaints from customers
relating to a wide variety of issues involving their electric,
water and sewer, and telephone utility services and resolving each
complaint by issuing written decisions to all parties of the
complaints. Qualifications The ideal candidate should possess the
following minimum qualifications:
Graduation from High School or GED equivalent;
And a minimum of two (2) years' experience performing complex
administrative work in a customer service environment or three (3)
years' experience working as a customer service representative in a
call center.
Preferred Qualifications:
Bilingual in Spanish and English with the ability to communicate
effectively verbally and in writing with Spanish-speaking
consumers.
WORK SCHEDULE
The PUCT operates on a standard work schedule of Monday through
Friday, 8:00 a.m. to 5:00 p.m. Employees have the opportunity to
submit a request for an Alternative Work Schedule, which may
include modified hours or a remote or hybrid work schedule.
Alternative Work Schedule requests will be reviewed on a
case-by-case and approved based on the specific requirements of the
role and the business needs of the Commission.
VETERAN'S PREFERENCE
Veterans, Reservists, or Guardsmen with a Military Occupation
Specialty (MOS) or additional duties that fall in the fields listed
in the below link who meet the minimum qualifications are
encouraged to apply.
The MOS codes applicable to this position can be accessed at:
If you qualify for a Veteran Employment Preference, it is mandatory
that you provide the required documentation with your State of
Texas Application. Documentation must be provided before a Veteran
Preference can be granted. Required documentation is as follows:
Veteran - DD Form 214; Surviving Spouse of a Veteran who has not
remarried - Marriage Certificate and DD Form 1300; Orphan of a
Veteran who was killed during active duty - Birth Certificate and
DD Form 1300.
A detailed job description can be viewed on our website:
Salary commensurate with qualifications. The salary of an ERS
Retiree or non-contributing member may be 6% less than the
recommended salary.
NOTICE TO APPLICANTS
Applications must contain a complete job history, detailing:
Job title
Dates of employment
Name of employer
Supervisor's name and phone number
Description of duties performed, demonstrating how you meet the
minimum qualifications for the position applying for
Important: Resumes do not replace this required information.
Applications stating, "See attached" or "See resume" will not be
accepted. The experience listed on your resume must match the
details on the CAPPS State of Texas Application. Discrepancies will
result in an incomplete application.
Required Documents
Resume
The hiring manager has requested the above document(s) be submitted
with the CAPPS State of Texas Application To submit a resume, you
must upload it to your application. When submitting your documents,
make sure to mark them as "relevant."
Incomplete applications will not be considered.
WORK IN TEXAS APPLICANTS
To apply for the position, it is best to go to the CAPPS State of
Texas Talent Management System to submit your application by going
to and select our agency, Public Utility Commission of Texas, from
the "Company/Agency" list.
If applying through Work in Texas (WIT) you will also need to
complete the supplemental questions and forms to be considered for
this posting. An automated email from the CAPPS State of Texas
Talent Management System will be sent to your email on file in WIT
with additional instructions.
REMARKS
Due to the volume applications received, only candidates selected
for an interview will be contacted. Non-selection notifications
will be sent interviewed candidates following the hiring
decision.
All information provided in connection with an employment
application must be accurate and complete. Any misstatement,
falsification, or omission of information may result in refusal to
hire or, if hired, termination.
If the position requires it, licensure as a Professional Engineer
or to practice law in Texas will be verified through the
Professional Board of Engineers or the State Bar of Texas for the
selected candidate.
A satisfactory driving record is necessary for driving a state or
personal vehicle for agency business. Selected candidates will have
their driving records evaluated according to the Commission's
Traffic Safety policy.
For males born on or after January 1, 1960, the PUC will verify
Selective Service registration through the online Selective Service
System. Males born after January 1, 1960, who are not registered
must provide proof of exemption from the Selective Service
registration requirement.
The PUCT participates in E-Verify and will provide the Social
Security Administration (SSA) and, if necessary, the Department of
Homeland Security (DHS), with information from each new employee's
Form I-9 to confirm work authorization.
The Public Utility Regulatory Act imposes certain restrictions on
PUCT employees' investments, professional activities, and
relationships with public utilities, with some limited exceptions.
PUCT employees are also prohibited from having a financial interest
in a public utility, an affiliate of a public utility, and a person
a significant portion of whose business consists of furnishing
goods or services to public utilities or affiliates.
The PUCT has a Post-Employment Restriction - details furnished upon
request.
The PUCT is an Equal Employment Opportunity Employer.
Keywords: Public Utility Commission of Texas, Waco , Consumer Complaints Investigator - Consumer Protection/Complaints, Other , Austin, Texas
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