Customer Billing Escalation Specialist
Palmetto Clean TechnologyLocation not specified
Full Time
Posted November 3, 2025
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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 address complaints and gather information
- Collaborate with departments such as CX, CAT, and Accounting to resolve issues
- Recommend and implement resolutions for billing disputes, including net funding or cancellation
- Identify and flag patterns in EPC and sales representative behavior
- Perform data analysis on complaints and claims to inform process improvements
- Develop and suggest process improvements within the department
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
- Ability to bring resolution to investigations through obtaining leadership approval and collaborating with Accounting department
- Experience flagging EPC and sales rep patterns and making process improvements as needed within the department
- Performing ad hoc data analysis on complaints and claims
- 2-4 years experience in a role demonstrating strategic thinking and problem solving
- Salesforce experience preferred
- Bachelor's degree (BS/BA) preferred
- Enjoy working in a fast-paced and rapidly changing environment
- Good computer skills with G Suite and Microsoft Office
- Ability to work alone or in a team
- Outstanding attention to detail
- Good collaboration and communication skills
- Strong analytical and strategic thinking skills
- Excellent organizational and time management skills
- 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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