Bring your customer service excellence to the Public Service Commission of Wisconsin (PSC) as the new Consumer Protection Investigator- Senior in the Division of Digital Access, Consumer and Environmental Affairs!

The PSC is an independent state agency that is responsible for regulating more than 1,100 Wisconsin public utilities, which provide electric, natural gas, combined water and sewer utilities, and certain aspects of local telephone service to households and businesses throughout the state! The PSC of Wisconsin ensures safe, reliable, affordable, and environmentally responsible utility services and equitable access to telecommunications and broadband services. 

This position offers a hybridized work schedule. This schedule may change based on operational needs and organizational requirements. The position is headquartered at the Hill Farms State Office Building in Madison, WI. This position will be required to come into the office for scheduled in-person workdays, training, meetings and/or operational needs. Employees will be generally expected to telework from within the State of Wisconsin. Further questions regarding hybrid and remote work may be discussed more at the time of the interview.

The PSC is a great place to work! In addition to meaningful and rewarding work, we offer a competitive benefits package featuring:

• Substantial leave time including at least 3.5 weeks of paid leave time to start, 9 paid holidays, and 130 hours of sick time that roll over each year.
• Excellent and affordable health, vision, and dental benefits (health plan options start at just $49/month for single plans and $122/month for family plans after two months of employment)
• A casual office atmosphere, flexible work schedules, and telework options depending on the position’s requirements
• An exceptional pension plan with employer match and lifetime retirement payment, plus an optional tax advantaged 457 retirement savings plan
• Well Wisconsin Wellness Program
• A free and confidential employee assistance program that offers employees and their immediate family dependents a variety of tools, resources, and professional consultation services to support their health, goals, and overall well-being
• Use this Total Rewards Calculator to see the total value of our competitive benefits package!

In addition to our generous employee benefits, we strive for inclusivity and celebrate different religious holidays and cultural observances and provide flexibility for utilizing paid time off for such celebrations.

This position intakes, investigates, analyzes, and resolves complaints from customers of various utilities throughout the state of Wisconsin, including public electric, gas and water utilities, as well as limited complaint issues from telecommunications service customers. This position also processes and responds to inquiries and opinions from public utility customers, other stakeholders, and members of the public related to regulated utility service. These complaints and inquiries are received either over the telephone, by U.S. mail, e-mail, Public Service Commission of Wisconsin (PSC) website, or in person. 

This position will generally be expected to work from 7:45 AM to 4:30 PM, Monday through Friday, with some flexible scheduling options. This topic may be discussed more at the time of the interview.

To view the complete position description, email Benjamin Harwell at BenjaminK.Harwell@Wisconsin.gov

The PSC is an Equal Opportunity Employer. As a state agency, we operate under an Equity and Inclusion Plan that aims to create a welcoming environment for all employees and has the full commitment of the Chairperson. We encourage all of our staff to participate in activities organized by our Equity and Inclusion Advisory Committee.

Prior to any appointments for position(s) filled from this announcement, candidates may be subject to a comprehensive criminal background check.

The Public Service Commission is a registered participant in the federal work authorization program commonly known as E-Verify to verify employment eligibility of all employees hired on or after June 18, 2015.

The Public Service Commission of Wisconsin is unable to sponsor work visas for new hires. Any appointment made will be contingent on the applicant being able to prove valid status to work in the United States.

Apply online! To apply, click “Apply for Job” to start the application process. Then, you will access your existing account or to create a new account if you don’t have an account. Once you are logged in, click “Apply for Job.” Follow the steps outlined in the application process and submit your application.

This application requires you to submit a resume and letter of qualifications. Within your resume and letter of qualifications, you should describe your education, training, and experience as it relates to items listed in the “Qualifications” section of the job announcement. Your application materials are very important parts of your application and are used during our evaluation process to determine your eligibility for the position. For instructions on how to develop and what should be included in these materials, please view the Resume and Letter of Qualifications Tips document. Please view the ensuring a fair and equitable hiring process document to find out more information on the State of WI selection process. The vast majority of applicants are able to outline their background and experience in their resume within 1-3 pages. Any resumes or letters of qualifications submitted with more than 3 pages will not be considered after page 3. 

Permanent classified state employees who are eligible for consideration (transfer or voluntary demotion) should complete the application process as described above by the stated deadline.

The State of Wisconsin offers a special program for qualified veterans with a 30% or greater service-connected disability.  If you are a qualified veteran, please visit the Veterans Employment page for application instructions to be considered for the Veterans Non-Competitive Appointment program.

Submitted materials will be evaluated by a panel of job experts and the most qualified applicants will be invited to participate in the next step of the selection process. For general wisc.jobs user information and if you are experiencing issues and need technical assistance, please see the wisc.jobs Frequently Asked Questions page. Questions related to obtaining the job description and details about this specific job posting can be directed to Benjamin Harwell at 608-266-8665 or BenjaminK.Harwell@Wisconsin.gov.

The deadline to apply is 11:59 PM CT on Sunday, December 14th. 

Qualified applicants will have experience with all the following:

• Gathering and analyzing information from various sources
• Documenting detailed information and summarizing in a written report
• Providing customer service through inbound and outbound phone calls to identify customer needs and provide appropriate solutions
• Using computers and one or more software programs (Microsoft Office Suite products, Adobe, OneDrive, etc) to complete customer transactions or work products 

In addition to having all of the above, well qualified applicants will have experience with one or more of the following: 

• Regularly collaborating with a diverse group of stakeholders including internal and external parties (stakeholders may include a division, a bureau, a partner agency, the public, etc.)
• Working with utility related cases 
• Interpreting and applying complex information, such as laws, statutes, regulations, or policies.