Customer Billing Escalation Specialist
Palmetto Clean TechLocation not specified
Full Time
Posted May 11, 2026
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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 billing issues, including net funding or cancellation
- Identify and flag patterns in EPC and sales representative behavior for further review
- Perform data analysis on complaints and claims to identify trends and opportunities
- Suggest process improvements within the department to enhance complaint resolution
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
- Address customer billing complaints related to poor reviews from CX
- Work with other departments to perform reviews including CX and CAT
- Bring resolution to investigations through obtaining leadership approval and collaborating with Accounting department
- Flag EPC and sales rep patterns
- Make process improvements as needed within department and raise potential opportunities for other groups as identified through reviews
- Perform ad hoc data analysis on complaints claims
- Excellent organizational and time management skills
- Good collaboration and communication skills
- Strong analytical and strategic thinking skills
- Outstanding attention to detail
- Good computer skills with G Suite and Microsoft Office
- Enjoy working in a fast-paced and rapidly changing environment
- Ability to work alone or in a team
- 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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