Description
The primary purpose of this function is to ensure that escalated concerns across all markets are researched and resolved. The incumbent will work in an extremely high volume, fast paced and multi-tasking environment and take ownership for commercial and residential escalated customer requests received multiple channels. The incumbent is accountable for managing the formal complaint process and conducting root cause analysis on issues in order to improve customer satisfaction. The incumbent must comply with applicable federal, state and local laws, regulations and ordinances; maintain regulatory and industry relations; and adhere to key performance indicators as well as both internal and regulatory service levels. The incumbent will also be trained on other department functions and serve as a back-up when needed.
MAJOR JOB RESPONSIBILITIES:
Resolve escalated complaints (e.g., via call center, media, BBB, Governmental Affairs, Consumers Utility Council, Attorney General's Office, LDCs, and complaints escalated to SR officers)
Handle and respond to regulatory complaints for multiple operating entities within seven (7) jurisdictions with multiple LDCs within most jurisdictions.
Utilize multiple CIS, regulatory, financial, vendor and partner systems daily in order to perform job duties.
Research customer requests, identify solutions, and respond to customers within the outlined regulatory requirements and service level agreements.
Respond to subpoenas, bankruptcies, fraud alerts and fraud affidavits for data requests and investigations and refer to Legal when appropriate.
Investigate and responds to media related issues received from Corporate Communications.
Own and support various accounting processes to include daily cash sheet, posting of payments from lockbox and payment vendors, billing/payment research and resolution, processing of daily Distribution and Tax vouchers, refund processing, taxation research and resolution.
Identify and communicate trends related to a potential larger issue which may affect other customers.
Maintain knowledge of regulatory requirements and ensure compliance in the handling of all customer inquiries and escalations.
Serve as a back-up for back-office functions as needed to support service level agreements.
Provide customer service for contract commercial accounts via multiple channels (examples: inbound calls, faxes, and email).
Respond and resolve inquiries from various social media and public channels to include Twitter, Facebook, and LinkedIn, Georgia Gas Savings, BBB Reviews.
Support process improvements resulting from analysis and recommendations.
Maintain working knowledge of all company products, services, and promotional offers.
Prioritize and manage assigned workload based on the urgency of customer and business impact.
Development and maintain effective working relationships internally (business owners such as marketing, B2B, regulatory, legal, operations, accounting and credit & collections) and externally (customers, vendor partners, regulatory bodies, BBB, LDCs).
Skills
escalation calls, root cause analysis, microsoft office suite, regulatory agency, government agency, utility industry, call center customer service, banner, ppc, hootsuite, oracle financials
Additional Skills & Qualifications
3 - 5 years of experience with Backoffice transaction processing.
Experience in operating processes and procedures included but not limited to order management, customer service, escalation management, billing processes, regulatory and legal processes, etc.
Exceptional customer service skills to include active listening, ability to de-escalate situations with internal or external customers, utilize exceptional verbal and written skills while effectively adjusting communication styles to meet the needs of the audience to create win-win solutions for the customer and the company,
Experience in the ability to effectively research and identify the root cause of issues based on analysis of information compiled from multiple systems and or data sources and communicate findings at different levels.
Experience in managing multiple tasks with different priorities to ensure deadlines are met and commitments are kept.
Experience in some or all of SSE systems to research and resolve customer issues such as: Banner, Safari, Prime, GCMA, OCS, OMS, PPC, HootSuite, ESG, Deluxe CDM, Wells Fargo Portal, Alliance Portal, Oracle Financials, NexisLexis, Experian)
Pay and Benefits
The pay range for this position is $20.00 - $22.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Atlanta,GA.
Application Deadline
This position is anticipated to close on Oct 17, 2025.
About Actalent
Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.
