LanceSoft, Inc. · 3 months ago
Project Support 2 - PROJSP2
Atlanta, GA
Full-time, Contract
Hybrid
Senior Level
$28/hr - $40/hr
5+ years expLanceSoft, Inc. is a company seeking a Project Support 2 to ensure that escalated concerns across all Southstar markets are researched and resolved. The role requires managing the formal complaint process and conducting root cause analysis to improve customer satisfaction while adhering to regulatory requirements and service levels.
Information Technology
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)
Qualification
Required
5 plus years' experience handling high profile complaints
Bachelor's degree in business administration, project management, or a related field
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
5 - 7 years of conducting root cause analysis on escalated, compliance and senior level executive issue and complaints
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
Preferred
Prior experience in project C or support roles preferred
BA/BS Degree
3 - 5 years of experience in utility or call center environment
3 - 5 years of experience with Backoffice transaction processing
Experience in some or all of SSE systems to research and resolve customer issues such as: Banner, Safari, Prime, GCMA, OCS, OMS, PPC, HootSuite, ESG, Deluxe CDM, Wells Fargo Portal, Alliance Portal, Oracle Financials, NexisLexis, Experian
Operational knowledge of SouthStar's front and back-office processes and procedures
Company
LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele.
5001-10000 employees
H1B Sponsorship
LanceSoft, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (55)
2024 (32)
2023 (23)
2022 (25)
2021 (60)
2020 (80)
Funding
Current Stage
Late StageLeadership Team
Ram Karuppusamy
Chairman & CEO
Simon Dealy
Chief Financial Officer
Company data provided by crunchbase