Remote Customer Support Representative

** Johnson Service Group (JSG) is a nationally recognized professional staffing and recruiting firm that is looking for an experienced Consumer Relations Analyst to fill a three- year assignment in the Atlanta, GA area. This position may require some bending, lifting, climbing, prolonged sitting, prolonged walking, walking on gravel or crawling when necessary. Date: 08/27/2024 Job Title: Consumer Relations AnalystWork Location: Atlanta, GARequirements:• Associate’s degree or equivalent experience required• BA/BS Degree preferred• Hybrid work environment, in the office/on-site, 2-3 days and subject to change per business needs• Proficiency in MS Office Suite products• 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• 95% keyboarding• Experience in order management, customer service, escalation management, billing processes, regulatory and legal processes• Exceptional customer service skills• Exceptional verbal and written skills• 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• 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• 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• 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 respond 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• Maintain knowledge of regulatory requirements and ensure compliance in the handling of all customer inquiries• 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, BBB Reviews• Maintain working knowledge of all company products, services, and promotional offersIs this position supporting a government-related project? NoDoes this position require driving (excluding commute)? NoDoes this position require personal protective equipment (PPE)? NoEstimated Start Date: 09/30/2024Estimated Duration of Job Assignment: 3 Years• * Johnson Service Group (JSG) is an Equal Opportunity Employer. JSG provides equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, marital status, protected veteran status, or any other characteristic protected by law. #D650