Consumer Care Representative - Consumer Protection/Intake

Public Utility Commission of Texas; Austin (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Public Utility Commission of Texas seeks a customer service professional to handle consumer inquiries in telecommunications, electric and water utilities. You will guide customers through informal complaint processes, explain rights and responsibilities, and draft correspondence to utilities as needed.

The role requires a minimum of two years of public-facing customer service experience in an office setting, with emphasis on accuracy, recordkeeping, and teamwork. Fluency in Spanish is preferred.

Qualifications

• Graduation from High School or GED equivalent.
• 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.

Responsibilities

• Answer consumer calls through the PUCT’s Consumer Assistance Call Center regarding telecommunications, electric and water and sewer utility services, and provide information on applicable Commission rules, regulations, policies and procedures.
• Resolve complaints by guiding consumers through informal processes and explaining their rights and responsibilities under Commission regulation.
• Work informal complaints through resolution, including drafting correspondence to consumers and utility representatives.
• Perform technical tasks related to the Public Utility Regulatory Act, Substantive Rules, utility tariffs and Commission orders.
• Distribute consumer education materials such as brochures, consumer tips and utility profiles to assist consumers in decision-making.
• Coordinate and maintain filing and recordkeeping systems to ensure availability and accuracy of complaint files and data in assigned caseload.
• Review, process, and enter complaint information into the PUCT’s complaint database; maintain and update contact information for consumers and utilities.
• Analyze complaints, inquiries, and opinions; accurately code and enter data into the PUCT’s complaint database and prepare summaries for processing staff.
• Prepare written correspondence, forms, and documents related to consumer complaints.
• Maintain and update records related to consumer inquiries and complaints in an electronic database.
• Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
• Demonstrate a spirit of teamwork, offering positive and constructive ideas, encouragement, support to other members of the staff and team, and respond professionally to constructive feedback from others, while upholding the PUCT’s mission and core values.
• Adhere to all PUCT personnel policies and division procedures and perform other work as assigned.

Skills

Customer service

Call center experience

Bilingual: Spanish & English

Office administration

Education

High School diploma or GED

Job description

ESSENTIAL FUNCTIONS

• Answer consumer calls through the PUCT’s Consumer Assistance Call Center regarding telecommunications, electric and water and sewer utility services, and provide information on applicable Commission rules, regulations, policies and procedures.
• Resolve complaints by guiding consumers through informal processes and explaining their rights and responsibilities under Commission regulation.
• Work informal complaints through resolution, including drafting correspondence to consumers and utility representatives.
• Perform technical tasks related to the Public Utility Regulatory Act, Substantive Rules, utility tariffs and Commission orders.
• Distribute consumer education materials such as brochures, consumer tips and utility profiles to assist consumers in decision-making.
• Coordinate and maintain filing and recordkeeping systems to ensure availability and accuracy of complaint files and data in assigned caseload.
• Review, process, and enter complaint information into the PUCT’s complaint database; maintain and update contact information for consumers and utilities.
• Analyze complaints, inquiries, and opinions; accurately code and enter data into the PUCT’s complaint database and prepare summaries for processing staff.
• Prepare written correspondence, forms, and documents related to consumer complaints.
• Maintain and update records related to consumer inquiries and complaints in an electronic database.
• Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
• Demonstrate a spirit of teamwork, offering positive and constructive ideas, encouragement, support to other members of the staff and team, and respond professionally to constructive feedback from others, while upholding the PUCT’s mission and core values.
• Adhere to all PUCT personnel policies and division procedures and perform other work as assigned.

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.

EFFECTIVE DATE: 07/28/26

• Experience providing customer service with a state regulatory agency, utility company, or in a mediation or complaint resolution environment.