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Consumer Relations Specialist - Escalation
Actalent
Resolve escalated customer complaints, ensure compliance, and support back‑office processes.
6d ago
$20 - $22
Junior (1-3 years)
Contractor
Atlanta, GA
Office Full-Time
Company Size
5,000 Employees
Service Specialisms
Technical consultation
Performance analysis
Physical development
Injury prevention and recuperation
Sports psychology
360° Marketing
Consultancy with clubs and sporting entities
Legal services
Sector Specialisms
Utilities
Power
Automotive
Food and Beverage
Consumer Products
Industrial Goods
Manufacturing
Mechanical Engineering
Role
What you would be doing
regulatory compliance
escalated complaints
customer service
data analysis
system research
trend identification
- Prioritize workload based on urgency and business impact.
- Respond to inquiries from social media platforms and public review sites.
- Contribute to process improvement initiatives based on data analysis.
- Maintain up-to-date knowledge of regulatory requirements and ensure compliance.
- 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).
- Build effective relationships with internal teams and external partners.
- Stay informed about company products, services, and promotions.
- Address media-related concerns in coordination with Corporate Communications.
- Provide customer service for commercial accounts via phone, email, and fax.
- Support accounting processes including payment posting, billing research, refunds, and tax-related 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.
- Use multiple systems (CIS, financial, regulatory, vendor platforms) to research and resolve customer issues.
- Identify trends and potential systemic issues affecting customer experience.
What you bring
microsoft office
oracle financials
escalation
analytical
regulatory
3‑5 years
- Proficiency in Microsoft Office Suite.
- Familiarity with systems such as Banner, PPC, Hootsuite, Oracle Financials.
- Experience handling escalation calls and conducting root cause analysis.
- Strong analytical and research skills to identify and resolve complex issues.
- Strong understanding of regulatory and government agency processes.
- Experience with various internal systems and portals used for customer issue resolution.
- Background in the utility industry or similar regulated environments.
- 3–5 years of experience in back-office transaction processing.
- Ability to manage multiple tasks and meet deadlines.
- Customer service experience in a call center or back-office setting.
- Excellent communication skills—both verbal and written—with the ability to adapt to different audiences.
- Knowledge of order management, billing, escalation handling, and legal/regulatory procedures.
- Time Off/Leave (PTO, Vacation or Sick Leave)
- Health Spending Account (HSA)
- Employee Assistance Program
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Transportation benefits
- Critical Illness, Accident, and Hospital
- Medical, dental & vision
- Short and long-term disability
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
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Interview process
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Company
Overview
$1.3B Annual Revenue
Revenue Figure
Generated annually through a network of technical and consulting services.
27,500+ Consultants
Consultants Network
Comprises a global network of expert professionals across industries.
- Born in July 2021 by merging Aerotek’s engineering & sciences arm with EASi, Actalent emerged as a focused engineering-and-science partner.
- Backed by Allegis Group, it drives scale and speed to market via contract, managed, and technical services.
- Headquartered in Maryland with global reach, it deploys specialized teams across North America, Europe, and APAC on Fortune 500 projects.
- Typical engagements span EV design, vaccine development, lab services, clinical research, and infrastructure systems.
- Expertise covers a wide spectrum: aerospace, defense, healthcare, manufacturing, software systems, environmental and civil engineering.
- We empower people to realize their full potential by providing opportunities to grow and learn.
- We build lasting relationships based on trust, integrity, and respect.
- We champion innovation, continuously seeking creative solutions.
- We are committed to delivering exceptional results for our clients and employees.
- We foster a collaborative environment where team members contribute to collective success.
2050
Target Year
The company has set a goal to achieve net-zero emissions by the year 2050.
- focused on reducing its carbon footprint and enhancing environmental sustainability.
- committed to making energy-efficient investments and improving operational practices for sustainability.
- focuses on reducing waste and increasing recycling in its operations.
- This company prioritizes creating an inclusive workplace where diverse perspectives are valued.
- The organization strives to increase gender diversity and empower women at all levels.
- The company regularly monitors and tracks progress on gender-related diversity goals.
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