Customer Billing Escalation Specialist

Company Description

Palmetto is a consumer energy platform that provides homeowners with a single destination to discover, purchase, finance, install, monitor and manage home energy products and services. By offering one integrated platform across solar, battery storage, HVAC, heat pumps and more, Palmetto helps homeowners make home energy more affordable, reliable and accessible. Today Palmetto serves hundreds of thousands of homeowners, across 30+ states, building the operating infrastructure for the consumer energy transition, one home at a time.

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