Customer Complaint Coordinator
9 days ago
Atlanta
Job Description Job Title: Project Support 2 / Analyst I - Employee Concerns Date Posted: 10/6/2025 Location: 30 Ivan Allen Jr Blvd, NW, Atlanta, GA 30308 Job Type: Contract Full-Time Immediate W2 contract position available in Atlanta, GA (Hybrid: 4 office, 1 remote). Estimated Duration: 1 year Job Summary: · The primary purpose of this function is to ensure that escalated concerns across all company's 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. · This role includes offline responsibilities. · 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 senior 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) Education, Certifications/Licenses: · Required: o Associates’ Degree or equivalent experience · Preferred: o BA/BS Degree in business administration, project management, or a related field. Related Work Experience: · Required: o 5 - 7 years of experience resolving escalated customer concerns such as complaints received from regulatory or governmental agencies, Better Business Bureau (BBB) and senior level executives via multiple communication channels such as phone, email, written communication, social media platforms and chat. o 5 - 7 years of conducting root cause analysis on escalated, compliance and senior level executive issue and complaints. · Preferred: o 3 - 5 years of experience in utility or call center environment. o 3 - 5 years of experience with Backoffice transaction processing. Specific Skills & Knowledge (Required): · Proficiency in MS Office Suite products. · 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. Working Conditions: · Work environment, in the office/on-site (This assignment will be 4 days onsite, 1 day remote.) · 95% keyboarding Company DescriptionWe provide supplemental employees to the region's most sought after power projects. We credit our success to the commitment we show to our job applicants. E Group Recruiters are here to make sure your job search experience is the best it can be. Our recruiters are experts in knowing what the client manager is looking for in a resume, what bill rate the market will bear, and how to make your application stand out among the rest. Our personal touch continues even after we've found the perfect job for you. All full-time employees are eligible to pay for full health and retirement benefits including BC/BS health and dental insurance, life and disability insurances, and 401K with an immediately vested match is available. We have a dedicated team to guide you through these benefits.We provide supplemental employees to the region's most sought after power projects. We credit our success to the commitment we show to our job applicants. E Group Recruiters are here to make sure your job search experience is the best it can be. Our recruiters are experts in knowing what the client manager is looking for in a resume, what bill rate the market will bear, and how to make your application stand out among the rest. Our personal touch continues even after we've found the perfect job for you. All full-time employees are eligible to pay for full health and retirement benefits including BC/BS health and dental insurance, life and disability insurances, and 401K with an immediately vested match is available. We have a dedicated team to guide you through these benefits.