Customer Service Specialist - Investigator

Full Job Description

The South Carolina Office of Regulatory Staff (ORS) represents the public interest of South Carolina in utility regulation for the major utility industries - electric, natural gas, telecommunications, water/wastewater, and transportation - before the Public Service Commission (PSC), the court system, and state and federal regulatory bodies. Additionally, the ORS houses the state's Energy Office, Broadband Office, Equipment Distribution Program (EDP), and has responsibility for oversight of railroad safety and natural gas pipeline safety in South Carolina.

The ORS represents the public interest of South Carolina before the Commission as it pertains to:

• The concerns of the using and consuming public with respect to public utility services, regardless of the class of customer; and,

• Preservation of the continued investment in and maintenance of utility facilities so as to provide reliable and high-quality utility services.

The role of Consumer Services is to resolve disputes on an informal basis. Consumer Services assists utility customers to understand their rights and obligations as consumers of public utility services. Please note this is not a law enforcement position.

• Conduct complaint/inquiry intake, investigation, and mediation via phone/in person. Apply laws, rules and regulations to consumer matters and communicate them appropriately and consistently.
• Follow established procedures for complaint/inquiry intake and documentation. Document various job activities into Microsoft Dynamics for reporting of performance metrics.
• Prepare written reports and testimony.
• Coordinate and assist in conducting customer relations compliance reviews of utility companies. Conduct on-site inspections of utility facilities.
• Participate in consumer education/outreach opportunities.

Requirements

Associate’s degree and at least three years of experience in a customer service environment. Must have effective communication skills both orally and in writing including the ability to testify in formal proceedings before the PSC. Proficiency in Microsoft Office Word, Excel, Outlook, Dynamics, and Power Point.

Additional Information

• Position requires travel and occasional work after normal hours or on the weekends.
• Must possess a valid driver's license.
• All ORS employees are required to attend ethics training annually for continued employment.
• All ORS employees are prohibited from owning equity in regulated utilities.
• Work hours are Monday - Friday, 8:30 am - 5:00 pm.
• Remote work is not available, and employees work in-office at 1901 Main Street, Columbia, SC 29201.