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.