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Utility Termination Investigator

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Utility Termination Investigator

Salary

$44,890.00 - $67,678.00 Annually

Location

Dauphin County, PA

Job Type

Civil Service Permanent Full-Time

Job Number

CS-2025-24170-G5211

Department

Public Utility Commission

Division

PU Astnc and Cmplnc

Opening Date

05/02/2025

Closing Date

5/16/2025 11:59 PM Eastern

Job Code

G5211

Position Number

Multiple positions may be filled from this posting.

Union

AFSCME

Bargaining Unit

G1

Pay Group

ST05

Bureau / Division Code

00171402

Bureau / Division

Bureau of Consumer Services

Worksite Address

400 North Street

City

Harrisburg, Pennsylvania

Zip Code

17120

Contact Name

Shannon Marciano

Contact Phone

717.787.8714

Contact Email

[email protected]

+ Description

+ Benefits

+ Questions

THE POSITION

Do you have a passion for helping others? Would you enjoy an exciting investigatory career which involves digging for details, conducting research, and learning new and valuable pieces of information? If so, we want to meet you! The Public Utility Commission (PUC) is seeking a highly motivated candidate who possesses excellent communication skills to join the team as a Utility Termination Investigator. Take charge of your future and apply today!

DESCRIPTION OF WORK

Utility Termination Investigators serve a dual role of intake and investigation. This position offers a comprehensive training program that includes classroom, one-on-one, and on-the-job training to prepare you to independently handle calls, investigate and resolve informal termination, and service utility complaints.

Work Schedule and Additional Information:

+ Full-time employment

+ Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with 60-minute lunch.

+ Telework: This position is headquartered in Harrisburg. Telework is a potential feature of these positions for employees. The successful candidate is required to report to the headquarters worksite daily, unless the employee meets eligibility requirements and telework has been approved. Management may discontinue any telework arrangement at any time, for any reason. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.

+ To be eligible to participate in telework, the employee's alternate (telework) worksite must meet the following requirements:

+ Within a reasonable travel distance of Harrisburg; and

+ Within the Commonwealth of Pennsylvania.

+ Please direct all questions regarding reasonable distance and the type of available telework to the PUC Human Resource Office at [email protected] or 717.787.8714.

+ Salary: In some cases, the starting salary may be non-negotiable.

+ You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.

REQUIRED EXPERIENCE, TRAINING & ELIGIBILITY

QUALIFICATIONS

Minimum Experience and Training Requirements:

+ Two years as a Utility Complaints Interviewer ( Commonwealth job title or equivalent Federal Government job title, as determined by the Office of Administration) ;or

+ Four years of experience interviewing which included obtaining, providing and evaluating information. College level training may be substituted for the required experience on a year for year basis;or

+ Any equivalent combination of experience and training.

Other Requirements:

+ You must meet the PA residency requirement (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) . For more information on ways to meet PA residency requirements, follow the link (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx) and click on Residency.

+ You must be able to perform essential job functions.

How to Apply:

+ Resumes, cover letters, and similar documents willnotbe reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).

+ If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.

+ Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.

+ Failure to comply with the above application requirements may eliminate you from consideration for this position.

Veterans:

+ Pennsylvania law (51 Pa. C.S. §7103) provides employment preference for qualified veterans for appointment to many state and local government jobs. To learn more about employment preferences for veterans, go to www.employment.pa.gov/Additional%20Info/Pages/default.aspx and click the Veterans’ Preference tab or contact us at [email protected] .

Telecommunications Relay Service (TRS):

+ 711 (hearing and speech disabilities or other individuals).

If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.

The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.

EXAMINATION INFORMATION

+ Completing the application, including all supplemental questions, serves as your exam for this position. No additional exam is required at a test center (also referred to as a written exam).

+ Your score is based on the detailed information you provide on your application and in response to the supplemental questions.

+ Your score is valid for this specific posting only.

+ You must provide complete and accurate information or:

+ your score may be lower than deserved.

+ you may be disqualified.

+ You may only apply/testoncefor this posting.

+ Your results will be provided via email.

Learn more about our Total Rewards by watching this shortvideo (https://www.youtube.com/embed/HtcSRnndflc?rel=0) !

See the total value of your benefits package by exploring ourbenefits calculator.

Health & Wellness

We offer multiple health plans so our employees can choose what works best for themselves and their families. Our comprehensive benefits package includes health coverage, vision, dental, and wellness programs.*

Compensation & Financial Planning

We invest in our employees by providing competitive wages and encouraging financial wellness by offering multiple ways to save money and ensure peace of mind including multiple retirement and investment plan options.

Work/Life Balance

We know there’s more to life than just work! Our generous paid leave benefits include paid vacation, paid sick leave, eight weeks of paid parental leave, military leave, and paid time off for most major U.S. holidays, as well as flexible work schedules and work-from-home opportunities.*

Values and Culture

We believe in the work we do and provide continual opportunities for our employees to grow and contribute to the greater good. As one of the largest employers in the state, we provide opportunities for internal mobility, professional development, and the opportunity to give back by participating in workplace charitable giving.

Employee Perks

Sometimes, it is the little “extras” that make a big difference. Our employees receive special employee-only discounts and rates on a variety of services and memberships.

For more information on all of these Total Rewards benefits, please visitwww.employment.pa.gov and click on the benefits box.

*Eligibility rules apply.

01

Have you been employed by the Commonwealth of Pennsylvania as a Utility Complaints Interviewer for two or more years full-time?

+ Yes

+ No

02

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

03

How many years of full-time interviewing experience do you possess which included obtaining, providing and evaluating information?

+ 4 or more years

+ 3 but less than 4 years

+ 2 but less than 3 years

+ 1 but less than 2 years

+ Less than 1 year

+ None

04

If you are claiming experience in the above question, please list the employer(s) where you gained this experience in the text box below. The employer(s) and a description of the experience must also be included in the appropriate sections of your application if you would like the experience to be considered in the eligibility decision. If you claimed you do not have experience, type N/A in the text box below.

05

How much college level education have you completed?

If you are claiming credits/degree, you must upload a copy of your college transcript(s) for this education to be considered in the eligibility decision. Unofficial transcripts are acceptable. You must attach your transcript(s) prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a transcript(s) to the application after it has been submitted.

If your education was acquired outside of the United States, you must upload a copy of your foreign credential evaluation report. We can only accept foreign credential evaluations from organizations that are members of the National Association of Credential Services (NACES). A list of current NACES members can be found by visitingwww.naces.organd clicking the Evaluation Services Link.

For additional information on foreign education credentials, please visithttps://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3and click on Other Information. You must attach your documentation prior to the submission of your application by using the "Attachments" tab on the left. You will not be able to add a document to the application after it has been submitted.

+ 120 or more credits

+ 90 but less than 120 credits

+ 60 but less than 90 credits

+ 30 but less than 60 credits

+ Less than 30 credits

+ None

06

You must complete the supplemental questions below. These supplemental questions are the exam and will be scored. They are designed to give you the opportunity to relate your experience and training background to the major activities (Work Behaviors) performed in this position. Failure to provide complete and accurate information may delay the processing of your application, or result in a lower-than-deserved score or disqualification. Youmustcomplete the applicationandanswer the supplemental questions. Resumes, cover letters, and similar documents will not be reviewed for the purposes of determining your eligibility for the position or to determine your score.

All information you provide on your application and supplemental questions is subject to verification. Any misrepresentation, falsification or omission of material facts is subject to penalty. If requested, you must provide documentation, including names, addresses, and telephone numbers of individuals who can verify the validity of the information you provide in the application and supplemental questions.

Read each work behavior carefully. Determine and select which "Level of Performance" most closely represents your highest level of experience/training. List the employer(s)/training source(s) from your Work or Education sections of the application where you gained this experience/training.The "Level of Performance" you choose for each work behavior must be clearly supported within the description of the experience and training information entered in your application or your score may be lowered.In order to receive credit for experience, you must have worked in a job for at least six months in which the experience claimed was a major function.

If you have read and understand these instructions, please click on the "Yes" button and proceed to the exam questions.

If you have general questions regarding the application and hiring process, please refer to ourFAQ page. (https://www.employment.pa.gov/Additional%20Info/Pages/default.aspx#q3)

+ Yes

07

WORK BEHAVIOR 1 – TECHNICAL ASSISTANCE

Interviews consumers to obtain, provide, or evaluate information related to termination and service utility complaints. Uses customer service skills to understand concerns, explain, and summarize relevant information.

Levels of Performance

+ A. I have experience interviewing individuals and utilizing customer service skills to understand concerns, explain, and summarize relevant information. I was responsible for answering general questions and providing technical advice as necessary.

+ B. I have experience interviewing individuals and utilizing customer service skills to understand concerns, explain, and summarize relevant information. I was responsible for answering general questions, but I referred technical questions to someone else to provide information.

+ C. I have successfuly completed college-level coursework in areas such as psychology, counseling, public speaking, public relations, or education.

+ D. I have NO experience or coursework related to this work behavior.

08

In the text box below, please describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

+ The name of the employer(s) where you gained this experience

+ The type(s) of technical assistance you provided and to whom you provided it

+ Your level of responsibility

09

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this Work Behavior, type N/A in the text box below.

+ College/University

+ Course Title

+ Credits/Clock Hours

10

WORK BEHAVIOR 2 – RESEARCH

Conducts research by gathering information from complainants and reviewing documents such as utility reports, financial information, tariffs, public utility rules and regulations, or laws. Establishes relevant facts in order to determine the merit of consumer complaints and resolve cases.

Levels of Performance

+ A. I have experience researching records and files for various projects and reports. When given a topic, I was responsible for compiling all available documents from a variety of data sources.

+ B. I have experience researching specifically requested records and files from a single records location.

+ C. I have successfully completed college-level coursework in areas such as research methods, research design and analysis, or data collection.

+ D. I have NO experience or coursework related to this work behavior.

11

In the text box below, please describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

+ The name of the employer(s) where you gained this experience

+ Type(s) of research you conducted and for what purpose

+ Your level of responsibility

12

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this Work Behavior, type N/A in the text box below.

+ College/University

+ Course Title

+ Credits/Clock Hours

13

WORK BEHAVIOR 3 – ANALYZING INFORMATION

Reviews and analyzes records, documents, transactions, reports, or other technical information for adherence to applicable policies, rules, and regulations.

Levels of Performance

+ A. I have experience analyzing reported data. My analysis included a review for adherence to applicable policies, rules, and regulations.

+ B. I have experience analyzing reported data. Someone else was responsible for reviewing the data for adherence to applicable policies, rules, and regulations.

+ C. I have successfully completed college-level coursework in areas such as data analysis or statistics.

+ D. I have NO experience or coursework related to this work behavior.

14

In the text box below, please describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

+ The name of the employer(s) where you gained this experience

+ Type(s) of records, documents, or other information you analyzed and for what purpose(s)

+ Your level of responsibility

15

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this Work Behavior, type N/A in the text box below.

+ College/University

+ Course Title

+ Credits/Clock Hours

16

WORK BEHAVIOR 4 – WRITTEN COMMUNICATION

Prepares written, technical, or narrative documents pertaining to financial or settlement agreements between parties in order to resolve cases.

Levels of Performance

+ A. I have experience preparing written, technical, or narrative documents. I was responsible for the final document that conveyed customized information to the intended recipients.

+ B. I have experience preparing written, technical, or narrative documents. I was responsible for compiling a portion of the document, but someone else was responsible for the final version that conveyed customized information to the intended recipients.

+ C. I have successfully completed college-level coursework in business writing, technical writing, English composition, journalism, or communications.

+ D. I have NO experience or coursework related to this work behavior.

17

In the text box below, please describe your experience as it relates to the level of performance you claimed on this work behavior. Please be sure your response addresses the items listed below which relate to your claim. If you indicated you have no work experience related to this work behavior, type N/A in the box below.

+ The name of the employer(s) where you gained this experience

+ Your actual duties related to preparing written correspondence and with whom you communicated

+ Your level of responsibility

18

If you have selected the level of performance pertaining to college coursework, please provide your responses to the three items listed below. If you indicated you have no education/training related to this Work Behavior, type N/A in the text box below.

+ College/University

+ Course Title

+ Credits/Clock Hours

Required Question

Employer

Commonwealth of Pennsylvania

Address

613 North Street

Harrisburg, Pennsylvania, 17120

Website

http://www.employment.pa.gov