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).
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.
