PUCT, Consumer Care Representative (Investigator II)

The Public Utility Commission of Texas: Your Gateway to a Fulfilling Career!

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. 

Applicant Release Form Website Link

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 https://capps.taleo.net/careersection/ex/jobsearch.ftl 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.

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 https://www.puc.texas.gov/HumanResources/Home/Benefits.

Ready to Make a Difference? Apply Today!

DIVISION – DIVISION NAME                                                SECTION - INTAKE

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.

Do enjoy helping people solve problems and making a real impact? Join the Public Utility Commission of Texas (PUCT) and help protect consumers while ensuring access to fair and reliable utility services.

Intake has an opportunity for a professional to serve as a Consumer Care Representative. Work involves assisting consumers by answering calls, explaining their rights, resolving complaints, and providing clear information about electric, telecommunication, and sewer and water utility services.  The role also includes documenting complaints, drafting correspondence, and maintaining accurate records that support the Commission’s mission to protect Texas utility customers.

This is a great opportunity for someone with strong communication skills, attention to detail, and a passion for helping people navigate complex issues.

The ideal candidate should possess the following minimum qualifications:

• Graduation from High School or GED equivalent; and,
• A minimum of two (2) years of full-time experience providing customer service to the public and performing administrative support duties in an office environment.

Preferred Qualifications:

• Fluency in speaking, reading, writing, and translating Spanish and English.
• Experience working as a customer service representative in a Call Center.
• Experience providing customer service with a state regulatory agency, utility company, or in a mediation or complaint resolution environment.

Work Schedule

The PUCT operates on a standard work schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. Employees may request an alternative work schedule in accordance with the PUCT's Alternative Work Schedule Policy. Approval of such requests, including any form of telecommuting, is at management's discretion and based on the business needs of the agency and the requirements of the position.

New hires become eligible to telecommute with supervisor approval after completing 30 to 90 days of employment. Supervisors may require new hires to report to the office more frequently if necessary to support training, performance, or business needs.

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:

Military Crosswalk for Consumer Care Representative

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:

https://puc.texas.gov/HumanResources/Home/Jobs

Salary commensurate with qualifications. The salary of an ERS Retiree or non-contributing member may be 6% less than the recommended salary.

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.