Customer Billing Escalation Specialist

Palmetto Clean Technology

Location not specified

Full Time

Posted May 11, 2026

Solar Energy

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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 resolve complaints and provide updates
Collaborate with departments such as CX, CAT, and Accounting to facilitate investigations and resolutions
Recommend appropriate resolutions including netfunding EPC, billing cancellations, or continued collections
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
Implement process improvements within the department based on review findings
Perform ad hoc data analysis on complaints and claims

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 the Accounting department
Experience flagging EPC and sales rep patterns
Ability to make process improvements within the department and raise potential opportunities for other groups as identified through reviews
Performing ad hoc data analysis on complaints claims
2-4 years experience in a role demonstrating strategic thinking and problem solving
Salesforce experience preferred
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