Project Support

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.

• 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, Linked In, 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).

• 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.

• 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.

• 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.