Customer Billing Escalation Specialist
Palmetto Clean TechLocation not specified
Full Time
Posted November 3, 2025
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Application opens on company website
Job Description
The Customer Billing Escalation Specialist is responsible for reviewing and resolving escalated customer complaints related to billing and installer or sales representative misrepresentation, collaborating with various departments to ensure a positive customer experience and process improvements.
Key Responsibilities
- Review and investigate escalated customer complaints related to installer or sales misrepresentation
- Communicate with EPCs and customers to gather information and provide updates
- Collaborate with departments such as CX, CAT, and Accounting to resolve complaints
- Recommend and implement resolutions for customer billing issues, including net funding or cancellation
- Identify patterns in EPC and sales rep complaints and escalate as needed
- Perform data analysis on complaints and claims to identify process improvements
- Obtain leadership approval to bring resolution to investigations
Requirements
- 2-4 years experience in a role demonstrating strategic thinking and problem solving
- Experience reviewing escalated customer complaints related to installer or sales representative misrepresentation, including investigation and resolution
- Strong communication skills and the ability to collaborate with multiple departments such as CX, CAT, Finance Operations, and Accounting
- Ability to perform review and investigation of EPC complaints through review of EPC responses, customer provided information, and data within company systems
- Ability to recommend resolutions based on investigation, including netfunding EPC, customer billing cancellation, or continuing collections
- Experience addressing customer billing complaints related to poor reviews from CX
- Ability to flag EPC and sales representative patterns for further review
- Experience performing process improvements within the department and identifying opportunities for other groups
- Ability to perform ad hoc data analysis on complaints and claims
- Enjoy working in a fast-paced and rapidly changing environment
- Good computer skills with G Suite and Microsoft Office
- Strong analytical and strategic thinking skills
- Excellent organizational and time management skills
- Outstanding attention to detail
- Good collaboration and communication skills
- Employment contingent upon the successful completion of a background check
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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