Project Support 2 4P/415

Project Support Specialist
Location: Atlanta, GA
Client: SouthStar Energy Services
Contract: 1 Year (4 Days Onsite / 1 Day Remote)
Position Overview

We are seeking a skilled and detail-oriented Project Support Specialist with strong experience in managing high-profile customer complaints and escalations . The ideal candidate will have a proven track record of handling complex customer issues, conducting root cause analyses, and ensuring compliance with regulatory and service-level requirements.

This role operates in a high-volume, fast-paced, multi-tasking environment , requiring exceptional organizational skills, strong analytical thinking, and the ability to work effectively with internal departments and external agencies.

The incumbent will be accountable for managing the formal complaint process , ensuring timely resolutions, and supporting process improvements that enhance customer satisfaction.
Key Responsibilities

• Resolve escalated customer complaints received through multiple channels (call center, media, BBB, governmental agencies, Corporate Affairs, and senior executives).
• Handle and respond to regulatory complaints for multiple operating entities across seven (7) jurisdictions, ensuring adherence to all LDC and state regulatory requirements .
• Utilize multiple CIS, financial, vendor, and regulatory systems daily to research, analyze, and resolve customer issues.
• Research customer requests, identify solutions , and respond within required regulatory and internal service level agreements (SLAs) .
• Respond to subpoenas, bankruptcies, fraud alerts, and fraud affidavits , coordinating with the Legal team as necessary.
• Investigate and respond to media-related issues in coordination with Corporate Communications.
• Own and support various accounting processes , including daily cash sheets, payment posting, billing/payment research, refund processing, and tax resolution.
• Identify and communicate recurring issue trends that may impact broader customer groups.
• Maintain up-to-date knowledge of regulatory requirements , ensuring compliance across all customer interactions.
• Provide back-office support functions as needed to meet operational service level goals.
• Deliver customer service support for commercial accounts via phone, email, fax, and other communication channels.
• Manage and respond to social media and public platform inquiries , including Twitter, Facebook, LinkedIn, BBB Reviews, and Georgia Gas Savings.
• Support process improvement initiatives and participate in continuous improvement projects.
• Maintain a strong working knowledge of all company products, services, and promotions .
• Prioritize workload based on urgency and business impact , ensuring timely and effective issue resolution.
• Foster strong working relationships with internal stakeholders (Marketing, Regulatory, Legal, Operations, Accounting, and Credit & Collections) and external entities (Customers, Vendors, BBB, LDCs, and Regulatory Agencies).

Required Qualifications

• 5-7 years of experience resolving escalated customer concerns , including those from regulatory or governmental agencies, BBB, and senior-level executives across multiple communication channels (phone, email, written correspondence, chat, and social media).
• 5-7 years of experience conducting root cause analysis on compliance, regulatory, or executive-level issues.
• Associate's Degree or equivalent professional experience.
• Strong understanding of regulatory frameworks and compliance procedures .
• Proven ability to manage multiple priorities in a fast-paced setting.
• Exceptional written and verbal communication skills.
• High attention to detail , strong organizational and problem-solving abilities.

Preferred Qualifications

• Bachelor's Degree in Business Administration, Project Management, or a related field.
• 3-5 years of experience in a utility or call center environment .
• 3-5 years of experience in back-office transaction processing .
• Proficiency with project management tools such as Microsoft Project, Jira, or similar platforms.
• Demonstrated ability to handle high-profile complaints with professionalism and empathy.

Key Skills & Competencies

• Excellent organizational, analytical, and communication skills.
• Ability to multitask and manage competing deadlines.
• Strong attention to detail and customer focus.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Effective team collaboration and ability to work independently.
• Self-starter with a proactive approach to problem-solving.