Customer Billing Escalation Specialist
Palmetto Clean TechLocation not specified
Full Time
Posted January 14, 2026
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Job Description
The Customer Billing Escalation Specialist is responsible for managing 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 billing issues, including net funding EPC or customer billing cancellations
- Address customer billing complaints and work with other departments to perform reviews
- Identify and flag patterns in EPC and sales rep behavior for further action
- Perform data analysis on complaints and claims to identify trends and opportunities
- Suggest process improvements within the department and across teams
Requirements
- 2-4 years experience in a role demonstrating strategic thinking and problem solving
- Experience reviewing escalated customer complaints related to installer or sales rep misrepresentation, communication to EPCs and customers, and collaborating with other departments to bring complaints to resolution
- Ability to review and investigate EPC complaints through review of EPC response, customer provided information, and review of data within our 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 work with other departments to perform reviews including CX and CAT
- Experience bringing resolution to investigations through obtaining leadership approval and collaborating with Accounting department
- Ability to flag EPC and sales rep patterns and make process improvements as needed within the department
- Perform ad hoc data analysis on complaints and claims
- Strong communication skills and ability to collaborate effectively with team members and other departments
- Outstanding attention to detail
- Strong analytical and strategic thinking skills
- Excellent organizational and time management skills
- Good computer skills with G Suite and Microsoft Office
- Enjoy working in a fast-paced and rapidly changing environment
- Knowledge of construction or solar industry preferred
- Employment is 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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