Consumer Relations Specialist
Actalent, Atlanta, GA, United States
Consumer Relations Specialist
The primary purpose of this role is to ensure the resolution of escalated concerns across various markets. The incumbent will work in a high-volume, fast-paced environment, taking ownership of escalated customer requests from multiple channels. Responsibilities include managing the formal complaint process, conducting root cause analysis to improve customer satisfaction, and ensuring compliance with applicable laws and regulations. Additionally, the role involves maintaining regulatory and industry relations while adhering to performance indicators and service levels. Training on other departmental functions is provided, enabling the incumbent to serve as a back-up when needed. Responsibilities
Resolve escalated complaints via call center, media, BBB, Governmental Affairs, Consumers Utility Council, Attorney General's Office, LDCs, and senior officers. Handle and respond to regulatory complaints for multiple operating entities within seven jurisdictions. Utilize multiple CIS, regulatory, financial, vendor, and partner systems daily. Research customer requests, identify solutions, and respond to customers within regulatory requirements and service level agreements. Respond to subpoenas, bankruptcies, fraud alerts, and fraud affidavits for data requests and investigations, referring to Legal when appropriate. Investigate and respond to media-related issues received from Corporate Communications. Support various accounting processes, including daily cash sheet management, payment postings, billing/payment research, and refund processing. Identify and communicate trends related to potential larger issues affecting other customers. Maintain knowledge of regulatory requirements to ensure compliance in handling all customer inquiries and escalations. Serve as a back-up for back-office functions to support service level agreements. Provide customer service for contract commercial accounts via multiple channels, such as inbound calls, faxes, and email. Respond and resolve inquiries from social media and public channels, including Twitter, Facebook, LinkedIn, and BBB Reviews. Support process improvements resulting from analysis and recommendations. Maintain knowledge of company products, services, and promotional offers. Prioritize and manage assigned workload based on urgency and business impact. Develop and maintain effective relationships internally and externally with customers, vendor partners, regulatory bodies, and BBB. Essential Skills
5-7 years of experience resolving escalated customer concerns from regulatory or governmental agencies, BBB, and senior executives via multiple communication channels. 5-7 years of conducting root cause analysis on escalated, compliance, and senior executive issues and complaints. Proficiency in MS Office Suite products. Experience in regulatory agency and government agency settings. Knowledge of utility industry and call center customer service. Experience with systems such as Banner, PPC, Oracle Financials. Additional Skills & Qualifications
3-5 years of experience with Backoffice transaction processing. Experience with order management, customer service, escalation management, billing processes, and regulatory/legal processes. Exceptional customer service skills, including active listening and de-escalation techniques. Ability to research and identify root causes of issues using multiple systems and data sources. Experience managing multiple tasks with different priorities to meet deadlines. Familiarity with systems such as Prime, OCS, OMS, PPC, HootSuite, ESG, Deluxe CDM, Wells Fargo Portal, Alliance Portal, Oracle Financials, NexisLexis, Experian. Work Environment
The work environment is office-based, operating Monday to Friday from 8 AM to 5 PM. The role requires 95% keyboarding. Job Type & Location
This is a Contract position based out of Atlanta, GA. Pay and Benefits
The pay range for this position is $20.00 - $22.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan
Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type
This is a fully onsite position in Atlanta,GA. Application Deadline
This position is anticipated to close on Mar 20, 2026.
The primary purpose of this role is to ensure the resolution of escalated concerns across various markets. The incumbent will work in a high-volume, fast-paced environment, taking ownership of escalated customer requests from multiple channels. Responsibilities include managing the formal complaint process, conducting root cause analysis to improve customer satisfaction, and ensuring compliance with applicable laws and regulations. Additionally, the role involves maintaining regulatory and industry relations while adhering to performance indicators and service levels. Training on other departmental functions is provided, enabling the incumbent to serve as a back-up when needed. Responsibilities
Resolve escalated complaints via call center, media, BBB, Governmental Affairs, Consumers Utility Council, Attorney General's Office, LDCs, and senior officers. Handle and respond to regulatory complaints for multiple operating entities within seven jurisdictions. Utilize multiple CIS, regulatory, financial, vendor, and partner systems daily. Research customer requests, identify solutions, and respond to customers within regulatory requirements and service level agreements. Respond to subpoenas, bankruptcies, fraud alerts, and fraud affidavits for data requests and investigations, referring to Legal when appropriate. Investigate and respond to media-related issues received from Corporate Communications. Support various accounting processes, including daily cash sheet management, payment postings, billing/payment research, and refund processing. Identify and communicate trends related to potential larger issues affecting other customers. Maintain knowledge of regulatory requirements to ensure compliance in handling all customer inquiries and escalations. Serve as a back-up for back-office functions to support service level agreements. Provide customer service for contract commercial accounts via multiple channels, such as inbound calls, faxes, and email. Respond and resolve inquiries from social media and public channels, including Twitter, Facebook, LinkedIn, and BBB Reviews. Support process improvements resulting from analysis and recommendations. Maintain knowledge of company products, services, and promotional offers. Prioritize and manage assigned workload based on urgency and business impact. Develop and maintain effective relationships internally and externally with customers, vendor partners, regulatory bodies, and BBB. Essential Skills
5-7 years of experience resolving escalated customer concerns from regulatory or governmental agencies, BBB, and senior executives via multiple communication channels. 5-7 years of conducting root cause analysis on escalated, compliance, and senior executive issues and complaints. Proficiency in MS Office Suite products. Experience in regulatory agency and government agency settings. Knowledge of utility industry and call center customer service. Experience with systems such as Banner, PPC, Oracle Financials. Additional Skills & Qualifications
3-5 years of experience with Backoffice transaction processing. Experience with order management, customer service, escalation management, billing processes, and regulatory/legal processes. Exceptional customer service skills, including active listening and de-escalation techniques. Ability to research and identify root causes of issues using multiple systems and data sources. Experience managing multiple tasks with different priorities to meet deadlines. Familiarity with systems such as Prime, OCS, OMS, PPC, HootSuite, ESG, Deluxe CDM, Wells Fargo Portal, Alliance Portal, Oracle Financials, NexisLexis, Experian. Work Environment
The work environment is office-based, operating Monday to Friday from 8 AM to 5 PM. The role requires 95% keyboarding. Job Type & Location
This is a Contract position based out of Atlanta, GA. Pay and Benefits
The pay range for this position is $20.00 - $22.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan
Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type
This is a fully onsite position in Atlanta,GA. Application Deadline
This position is anticipated to close on Mar 20, 2026.