[Hiring] Customer Billing Escalation Specialist @Palmetto Clean Technology

Role Description

The Customer Billing Escalation Specialist role interacts daily with LightReach installers, CX, and CAT departments. Responsibilities include:

• Reviewing escalated customer complaints related to installer or sales rep misrepresentation.
• Communication to EPCs and customers.
• Collaboration with other departments.
• Bringing complaints to resolution to ensure a positive customer experience.

This person should have strong communication skills, a desire to exceed customer expectations, and strong problem-solving and critical thinking skills. The ability to identify and resolve gaps in the current process is paramount to success in the role. If you’re organized, a great communicator, and analytically focused, this role is a great fit for you!

Qualifications

• 2-4 years experience in a role demonstrating strategic thinking and problem solving.
• Salesforce experience preferred.
• BS/BA preferred.
• Enjoy working in a fast-paced and rapidly changing environment.
• Good computer skills (G Suite, Microsoft).
• 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.

Requirements

• Review escalated EPC complaints which can come in through our billing subservicer, CX, or directly to Finance Operations and reach out to EPC to provide a background and request an investigation and response.
• Perform review and investigation of EPC complaints through review of EPC response, customer provided information, and review of data within our systems.
• Recommend resolutions based on investigation, including net funding 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 the Accounting department.
• Flag EPC and sales rep patterns.
• Make process improvements as needed within the department and raise potential opportunities for other groups as identified through reviews.
• Perform ad hoc data analysis on complaints/claims.

Benefits

• Comprehensive benefits package including unlimited PTO, medical, dental, and vision coverage.
• Paid parental leave.
• Retirement plans.