Public Utility Commission of Texas
PUCT, Consumer Care Representative (Investigator II)
Public Utility Commission of Texas, Austin, Texas, us, 78716
PUCT, Consumer Care Representative (Investigator II)
The Consumer Care Representative role is within the Consumer Protection Division (CPD) of the Public Utility Commission of Texas. This position supports the division's mission to protect consumers in electric, telephone, water, and sewer services. Responsibilities
Assist consumers by answering calls, explaining their rights, resolving complaints, and providing clear information about utility services. Document complaints, draft correspondence, and maintain accurate records to support the Commission’s mission. Support intake processes and contribute to resolving issues related to billing, services, and other concerns. Process informal complaints and mediate to help resolve issues; assist in areas open to electric competition via the Power to Choose website. Qualifications
Graduation from high school or GED; and At least two (2) years of full-time experience providing customer service to the public and performing administrative support in an office environment. Preferred Qualifications
Fluency in Spanish and English (speaking, reading, writing, translating). Experience as a customer service representative in a call center. Experience with a state regulatory agency, utility, or mediation/complaint resolution environment. Work Schedule
The PUCT operates Monday–Friday, 8:00 a.m. to 5:00 p.m. Telecommuting may be approved at management’s discretion after onboarding; new hires may be eligible to telecommute after 30–90 days with supervisor approval. In-office requirements may apply for training or business needs. Veteran’s Preference
Veterans, Reservists, or Guardsmen with qualifying MOS codes are encouraged to apply. For details, see the Military Crosswalk for Consumer Care Representative. Documentation is required to grant Veteran Employment Preference (e.g., DD Form 214, etc.). How to Apply
Apply through the CAPPS State of Texas Talent Management System by visiting https://capps.taleo.net/careersection/ex/jobsearch.ftl and selecting Public Utility Commission of Texas. If applying through Work In Texas, complete supplemental questions and forms as instructed. Additional Information
The Public Utility Commission regulates the state’s electric, telecommunications, and water and sewer utilities and protects customers. CPD comprises Intake Center, Complaints, and Licensing & Compliance teams; CPD also maintains the Power to Save website. Salary is commensurate with qualifications. ERS retirees or non-contributing members may have salary reductions. Remarks: only candidates selected for an interview will be contacted; accuracy of application information is required; certain verifications may be performed; E-Verify participation; post-employment restrictions; equal employment opportunity.
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The Consumer Care Representative role is within the Consumer Protection Division (CPD) of the Public Utility Commission of Texas. This position supports the division's mission to protect consumers in electric, telephone, water, and sewer services. Responsibilities
Assist consumers by answering calls, explaining their rights, resolving complaints, and providing clear information about utility services. Document complaints, draft correspondence, and maintain accurate records to support the Commission’s mission. Support intake processes and contribute to resolving issues related to billing, services, and other concerns. Process informal complaints and mediate to help resolve issues; assist in areas open to electric competition via the Power to Choose website. Qualifications
Graduation from high school or GED; and At least two (2) years of full-time experience providing customer service to the public and performing administrative support in an office environment. Preferred Qualifications
Fluency in Spanish and English (speaking, reading, writing, translating). Experience as a customer service representative in a call center. Experience with a state regulatory agency, utility, or mediation/complaint resolution environment. Work Schedule
The PUCT operates Monday–Friday, 8:00 a.m. to 5:00 p.m. Telecommuting may be approved at management’s discretion after onboarding; new hires may be eligible to telecommute after 30–90 days with supervisor approval. In-office requirements may apply for training or business needs. Veteran’s Preference
Veterans, Reservists, or Guardsmen with qualifying MOS codes are encouraged to apply. For details, see the Military Crosswalk for Consumer Care Representative. Documentation is required to grant Veteran Employment Preference (e.g., DD Form 214, etc.). How to Apply
Apply through the CAPPS State of Texas Talent Management System by visiting https://capps.taleo.net/careersection/ex/jobsearch.ftl and selecting Public Utility Commission of Texas. If applying through Work In Texas, complete supplemental questions and forms as instructed. Additional Information
The Public Utility Commission regulates the state’s electric, telecommunications, and water and sewer utilities and protects customers. CPD comprises Intake Center, Complaints, and Licensing & Compliance teams; CPD also maintains the Power to Save website. Salary is commensurate with qualifications. ERS retirees or non-contributing members may have salary reductions. Remarks: only candidates selected for an interview will be contacted; accuracy of application information is required; certain verifications may be performed; E-Verify participation; post-employment restrictions; equal employment opportunity.
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