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Customer Escalation Billing Specialist

Manila, Manila, Philippines

Company Description

Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.

Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.

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, and 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!

 

About You!

  • Passionate about problem solving, and you 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 the macro and micro and focus on individual issues with an eye on the overall financial health of your business!

 

Success Defined

 

  • Timely resolution of customer EPC claims within 7 days
  • Improvement in customer collections rate
  • Timely notification to EPC of claims and patterns with sales reps
  • Positive customer reviews, decrease in billing complaints



Strategic/Tactical Responsibilities

 

  • 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 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



Required Background and Skills

  • 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

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 upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.

 

For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy

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