Customer Billing Escalation Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Evaluate escalated EPC complaints received via the billing subservicer, CX, or Finance Operations.

• Reach out to EPCs to provide context and request investigations and feedback.

• Examine EPC complaints by analyzing responses, customer data, and system information.

• Suggest resolutions, including net funding EPCs, canceling customer billing, or maintaining collections.

• Handle customer billing issues stemming from negative CX reviews.

• Collaborate with CX, CAT, Accounting, and various departments.

• Secure leadership approval and bring investigations to a conclusive end.

• Recognize patterns involving EPCs and sales representatives.

• Initiate departmental process enhancements and highlight opportunities for other teams.

• Conduct ad hoc data analysis on complaints and claims.

⛳️ Requirements

• 2-4 years of experience in a position that demonstrates strategic thinking and problem-solving abilities.

• Salesforce experience is preferred.

• A BS/BA degree is preferred.

• Experience in a fast-paced and dynamic environment.

• Proficient computer skills (G Suite, Microsoft).

• Capability to work independently or as part of a team.

• Exceptional attention to detail.

• Strong collaboration and communication skills.

• Excellent analytical and strategic thinking capabilities.

• Superior organizational and time management skills.

• Familiarity with the construction or solar industry is preferred.

• Successful completion of a background check.

🏝️ Benefits

• Unlimited PTO.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid parental leave.

• Retirement plans.

• Opportunities for talent development and career advancement.

• Culture that promotes from within.

• Purpose-driven work.

• A culture focused on collaboration, impact, and balance.