客户账单升级专员
Customer Billing Escalation Specialist
**公司简介**
Palmetto 是一家领先的清洁能源公司，致力于加速向清洁能源未来的转型。我们相信消费者可以**拥有一切**，我们是一家不妥协的能源公司，让清洁能源变得简单明了。我们的获奖技术平台使房主、企业和创业者能够通过简单、可扩展和创新的解决方案采用可再生能源。我们在 B2B 和 D2C 的交汇点运营，提供软件、金融产品和服务，推动真正的环境影响——同时不牺牲价值。我们为整个家庭电气化提供端到端解决方案，让清洁能源触手可及。
我们的员工是我们最宝贵的资源。我们培养内部晋升的文化，重视人才发展、职业成长和有目标的工作。Palmetto 提供全面的福利包，包括无限带薪假期、医疗、牙科和视力保险、带薪育儿假、退休计划等，让你在个人和职业生活中**拥有的一切**。Palmetto 重视人员、地球和利润，由注重协作、影响力和平衡的文化所支持。加入我们，共同打造更光明、更清洁的世界。
**部门简介**
Palmetto Capital 是 Palmetto 的一个分支，专注于可再生能源和 HVAC 行业的民主化。我们为房主提供金融产品，使其受益于太阳能、储能系统以及通过先进供暖和制冷技术实现的房屋效率。我们为太阳能和 HVAC 销售人员及安装公司提供专有平台、融资、客户管理系统和里程碑质量控制系统。我们首要关注的是为客户提供卓越的体验，这体现在我们不断增长的金融产品采用率中。
**地点**
该职位将在菲律宾远程办公。
**职位概述**
客户账单升级专员日常与 LightReach 安装人员、CX 和 CAT 部门互动。职责包括审查与安装人员或销售代表误导行为相关的客户投诉，与 EPC 和客户沟通，与其他部门协作，并将投诉解决以确保良好的客户体验。该职位需要具备出色的沟通能力，渴望超越客户期望，以及强大的解决问题和批判性思维能力。
查看英文原文
**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 coming clean 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.
Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can **have it all** both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.
**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. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption.
**Location**
This position will be based remotely in the Philippines.
**Summary of Role**
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!
**Strategic & Tactical**
- 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
**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 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.
To ensure a fair evaluation, we may use AI to assist in sorting applications, but all final decisions are made by our hiring team and no candidate dispositions are automated. We will keep your information on file for four years from the date of your application. For detailed information about how we handle your data and our use of AI, please review our full privacy policy.
For more about our Privacy Policy, visit: [https://palmetto.com/privacy-policy](https://palmetto.com/privacy-policy)