"Alerted.org

Customer Escalations Specialist

Overview:

This role is responsible for resolving escalated customer concerns across both commercial and residential markets. You’ll work in a fast-paced, high-volume environment, handling formal complaints and conducting root cause analysis to improve customer satisfaction. The position requires strong attention to detail, regulatory compliance, and the ability to manage multiple priorities. You’ll also support other departmental functions as needed.

Key Responsibilities:

+ Investigate and resolve escalated customer complaints from various sources, including call centers, media, regulatory agencies, and senior leadership.

+ Respond to formal complaints from regulatory bodies across multiple jurisdictions and local distribution companies (LDCs).

+ Use multiple systems (CIS, financial, regulatory, vendor platforms) to research and resolve customer issues.

+ Ensure timely responses to customer inquiries in line with regulatory requirements and service level agreements.

+ Handle sensitive matters such as subpoenas, bankruptcies, fraud alerts, and refer legal issues appropriately.

+ Address media-related concerns in coordination with Corporate Communications.

+ Support accounting processes including payment posting, billing research, refunds, and tax-related issues.

+ Identify trends and potential systemic issues affecting customer experience.

+ Maintain up-to-date knowledge of regulatory requirements and ensure compliance.

+ Provide customer service for commercial accounts via phone, email, and fax.

+ Respond to inquiries from social media platforms and public review sites.

+ Contribute to process improvement initiatives based on data analysis.

+ Stay informed about company products, services, and promotions.

+ Prioritize workload based on urgency and business impact.

+ Build effective relationships with internal teams and external partners.

Required Skills:

+ Experience handling escalation calls and conducting root cause analysis.

+ Proficiency in Microsoft Office Suite.

+ Strong understanding of regulatory and government agency processes.

+ Background in the utility industry or similar regulated environments.

+ Customer service experience in a call center or back-office setting.

+ Familiarity with systems such as Banner, PPC, Hootsuite, Oracle Financials.

Qualifications:

+ 3–5 years of experience in back-office transaction processing.

+ Knowledge of order management, billing, escalation handling, and legal/regulatory procedures.

+ Excellent communication skills—both verbal and written—with the ability to adapt to different audiences.

+ Strong analytical and research skills to identify and resolve complex issues.

+ Ability to manage multiple tasks and meet deadlines.

+ Experience with various internal systems and portals used for customer issue resolution.

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 Oct 17, 2025.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing due to a disability, please email [email protected] (%[email protected]) for other accommodation options.