Customer Billing Escalation Specialist

Customer Billing Escalation Specialist – Palmetto Join to apply for the Customer Billing Escalation Specialist role at Palmetto . Company Description Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all , we are an uncompromising energy company that makes clean energy a no‑brainer. Our award‑winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end‑to‑end solutions for whole‑home electrification that put clean energy within reach for all. Department Description Palmetto Capital is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform, financing, customer management system, and milestone quality control system. Location This position will be based in the Philippines. Summary of Role The Customer Billing Escalation Specialist interacts daily with LightReach installers, CX, and CAT departments. Responsibilities include reviewing escalated customer complaints related to installer or sales rep misrepresentation, communicating with EPCs and customers, collaborating with other departments, and bringing complaints to resolution to ensure a positive customer experience. The role requires strong communication skills, a desire to exceed customer expectations, and strong problem‑solving and critical‑thinking skills. Identifying and resolving gaps in the current process is paramount to success. About You Passionate about problem solving and excel at finding solutions to unstructured issues while achieving success in a structured environment. You love to innovate. Bureaucracy and red tape are simply opportunities to get creative and find solutions. You can tackle both macro and micro issues, focusing on individual problems while keeping an eye on the overall financial health of your business. Strategic & Tactical Review escalated EPC complaints from billing, CX, or Finance Operations and reach out to EPC to request investigation and response. Perform review and investigation of EPC complaints through review of EPC response, customer‑provided information, and 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 Accounting. 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. 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. Employment is contingent upon the successful completion of a background check. Equal Employment Opportunity Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability status, or any other status protected under federal, state, or local law. For more about our Privacy Policy, visit: #J-18808-Ljbffr