Remote Billing Escalation Specialist - Customer Experience

Palmetto; Philippines; Remote; PHP 400,000 - 700,000; Full time

Job summary

Palmetto is a leading clean tech company enabling the transition to a clean energy future from remote work in the Philippines. The Customer Billing Escalation Specialist role interacts with LightReach installers, CX, and CAT departments to investigate and resolve escalated customer billing complaints while ensuring a positive customer experience.

Strong communication, problem solving, and analytical skills are essential, with a focus on improving billing processes.

Qualifications

• 2-4 years experience in a role demonstrating strategic thinking and problem solving.
• Salesforce experience preferred.
• BS/BA preferred.
• Excellent communication and collaboration skills.

Responsibilities

• Review escalated EPC complaints and coordinate investigations with relevant teams.
• Perform review of EPC complaints using provided data and system records.
• Recommend resolutions including netfunding EPC, customer billing cancellation, or continued collections.
• Address customer billing complaints related to CX feedback.
• Collaborate with CX and CAT during reviews and with Accounting for final resolutions.
• Flag EPC and sales rep patterns and suggest process improvements.
• Conduct ad hoc data analysis on complaints/claims.

Skills

Salesforce experience

Analytical thinking

Problem solving

Communication skills

Organizational skills

Education

BS/BA preferred

Tools

Salesforce

Job description

Palmetto is a leading clean tech company enabling the transition to a clean energy future from remote work in the Philippines. The Customer Billing Escalation Specialist role interacts with LightReach installers, CX, and CAT departments to investigate and resolve escalated customer billing complaints while ensuring a positive customer experience.

Strong communication, problem solving, and analytical skills are essential, with a focus on improving billing processes.