Consumer Complaint Investigator I
Commonwealth of Kentucky, Frankfort, KY, United States
Advertisement Closes: 4/25/2026 (8:00 PM EDT)
Job ID: 26-01840
Position Title: Consumer Complaint Investigator I
Pay Grade: 13
Salary: $3,551.88 - $4,910.60 Monthly
Employment Type: EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 37.5 HR/WK
Location: 211 Sower Boulevard, Frankfort, KY 40601 USA
Description The Kentucky Public Service Commission regulates the intrastate rates and services of more than 1,100 investor-owned electric, natural gas, telephone, water and sewage utilities, customer-owned electric and telephone cooperatives, water districts and associations, and certain aspects of gas pipelines. Our mission is to foster the provision of safe and reliable service at a reasonable price to the customers of jurisdictional utilities while providing for the financial stability of those utilities by setting fair and just rates.
The Public Service Commission has an opening for a Consumer Complaint Investigator I position within the Consumer Services Branch within the Division of General Administration. This position is responsible for assisting with incoming calls to the Public Service Commission's call center with all information tracked through the agency’s Complaint Information System (CIS) and Amazon Connect System (AWS). The chosen candidate will assist with the examination, evaluation and investigation work of highly complex complaints concerning potential violations of program laws and regulations.
Responsibilities May Include, But Are Not Limited To
Assists with incoming calls of highly complex complaints regarding jurisdictional utilities
Conducts in-office investigations of highly complex complaints concerning potential violations of program laws and regulations.
Conducts interviews through oral and written communications to parties involved.
Analyze information and complaint trends, prepare weekly, monthly, and yearly activity reports.
Creates reports and graphs based on consumer complaint data.
Complies and organizes monthly complaint data, interpret complaint data, and identify trends.
Performs other duties as required.
Preferred Skills And Abilities
Experience with call centers managing complaint calls
Experience in investigating, mediating or resolving complaints
Experience working with the public
Knowledge and experience with IT software and creating reports
Reliable team player
Positive and professional attitude
Excellent oral and written communication skills
Benefits Of Employment With The Public Service Commission
Hybrid telecommuting work schedule after completing the required six-month probationary period
Health insurance coverage with several self/family coverage options
Optional vision and dental insurance coverage with several self/family coverage options
State paid life insurance with options for additional self/family coverage
KY Retirement plan
Paid holidays
Accrued vacation time
Accrued sick time
Office with four walls and a door
PSC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. PSC will only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, or if you believe that PSC has violated its E-Verify responsibilities, please contact Department of Homeland Security (DHS) at 888-897-7781 or https://www.e-verify.gov/.
Minimum Requirements EDUCATION:
Graduate of a college or university with a bachelor's degree.
EXPERIENCE, TRAINING, OR SKILLS:
NONE
Substitute EDUCATION for EXPERIENCE:
NONE
Substitute EXPERIENCE for EDUCATION:
Experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field will substitute for the required education on a year-for-year basis. Current or prior military experience will substitute for the required college on a year-for year-basis.
SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.):
Must possess a valid driver's license prior to employment in this job classification. Must maintain any required licensure(s), certification(s), or other credentials for the length of employment in this job classification. Employing agency is responsible for ensuring employee possesses and maintains required licensure(s), certification(s), or other credentials.
Working Conditions May work irregular hours due to nature of investigative work. Will be required to travel in the course of investigations. Works in all types of weather.
Probationary Period This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.
Equal Opportunity Employer M/F/D
#J-18808-Ljbffr
Job ID: 26-01840
Position Title: Consumer Complaint Investigator I
Pay Grade: 13
Salary: $3,551.88 - $4,910.60 Monthly
Employment Type: EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 37.5 HR/WK
Location: 211 Sower Boulevard, Frankfort, KY 40601 USA
Description The Kentucky Public Service Commission regulates the intrastate rates and services of more than 1,100 investor-owned electric, natural gas, telephone, water and sewage utilities, customer-owned electric and telephone cooperatives, water districts and associations, and certain aspects of gas pipelines. Our mission is to foster the provision of safe and reliable service at a reasonable price to the customers of jurisdictional utilities while providing for the financial stability of those utilities by setting fair and just rates.
The Public Service Commission has an opening for a Consumer Complaint Investigator I position within the Consumer Services Branch within the Division of General Administration. This position is responsible for assisting with incoming calls to the Public Service Commission's call center with all information tracked through the agency’s Complaint Information System (CIS) and Amazon Connect System (AWS). The chosen candidate will assist with the examination, evaluation and investigation work of highly complex complaints concerning potential violations of program laws and regulations.
Responsibilities May Include, But Are Not Limited To
Assists with incoming calls of highly complex complaints regarding jurisdictional utilities
Conducts in-office investigations of highly complex complaints concerning potential violations of program laws and regulations.
Conducts interviews through oral and written communications to parties involved.
Analyze information and complaint trends, prepare weekly, monthly, and yearly activity reports.
Creates reports and graphs based on consumer complaint data.
Complies and organizes monthly complaint data, interpret complaint data, and identify trends.
Performs other duties as required.
Preferred Skills And Abilities
Experience with call centers managing complaint calls
Experience in investigating, mediating or resolving complaints
Experience working with the public
Knowledge and experience with IT software and creating reports
Reliable team player
Positive and professional attitude
Excellent oral and written communication skills
Benefits Of Employment With The Public Service Commission
Hybrid telecommuting work schedule after completing the required six-month probationary period
Health insurance coverage with several self/family coverage options
Optional vision and dental insurance coverage with several self/family coverage options
State paid life insurance with options for additional self/family coverage
KY Retirement plan
Paid holidays
Accrued vacation time
Accrued sick time
Office with four walls and a door
PSC participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. PSC will only use E-Verify once you have accepted a job offer and completed the Form I-9. For more information on E-Verify, or if you believe that PSC has violated its E-Verify responsibilities, please contact Department of Homeland Security (DHS) at 888-897-7781 or https://www.e-verify.gov/.
Minimum Requirements EDUCATION:
Graduate of a college or university with a bachelor's degree.
EXPERIENCE, TRAINING, OR SKILLS:
NONE
Substitute EDUCATION for EXPERIENCE:
NONE
Substitute EXPERIENCE for EDUCATION:
Experience in investigating, auditing, consumer education, mediating or resolving complaints or a related field will substitute for the required education on a year-for-year basis. Current or prior military experience will substitute for the required college on a year-for year-basis.
SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.):
Must possess a valid driver's license prior to employment in this job classification. Must maintain any required licensure(s), certification(s), or other credentials for the length of employment in this job classification. Employing agency is responsible for ensuring employee possesses and maintains required licensure(s), certification(s), or other credentials.
Working Conditions May work irregular hours due to nature of investigative work. Will be required to travel in the course of investigations. Works in all types of weather.
Probationary Period This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.
Equal Opportunity Employer M/F/D
#J-18808-Ljbffr