Job Description

Project Support Specialist II

Experience Level: 5+ Years
Location: Atlanta, GA
Work Schedule: Hybrid (4 Days Onsite / 1 Day Remote)
Client- Southern Company

The Project Support Specialist II is responsible for managing escalated customer concerns across all SouthStar markets. This role operates in a high-volume, fast-paced environment and requires strong analytical, organizational, and communication skills.

The incumbent will take ownership of commercial and residential escalated requests received through multiple channels, manage the formal complaint process, and conduct root cause analysis to improve overall customer satisfaction and operational efficiency.

Key Responsibilities

Complaint & Escalation Management

• Research and resolve high-profile escalated customer complaints within established timeframes

• Manage formal complaint processes from intake through resolution

• Conduct root cause analysis to identify systemic issues and recommend corrective actions

• Ensure all resolutions meet internal service level agreements (SLAs) and regulatory requirements

Regulatory & Compliance Oversight

• Maintain compliance with federal, state, and local laws, regulations, and ordinances

• Adhere to internal policies and regulatory service level commitments

• Maintain professional regulatory and industry relationships

Project & Operational Support

• Support cross-functional coordination related to customer issues

• Track and report key performance indicators (KPIs)

• Provide documentation and reporting to leadership as needed

• Handle offline responsibilities as assigned

• Cross-train on other department functions and serve as backup when required

Required Qualifications

• Bachelor’s degree in Business Administration, Project Management, or related field

• 5+ years of experience handling high-profile complaints or escalated customer issues

• Prior experience in project coordination or support roles preferred

• Experience working in high-volume, fast-paced environments

Required Skills

• Excellent organizational skills and strong attention to detail

• Strong written and verbal communication skills

• Ability to manage multiple priorities simultaneously

• Strong analytical and problem-solving abilities

• Proficiency with project management tools (e.g., Microsoft Project, Jira)

• Ability to meet strict deadlines and regulatory service levels