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Palmetto is a clean tech company accelerating the transition to renewable energy. This role is part of Palmetto Capital, which provides financial products and services for solar, energy storage, and HVAC solutions to homeowners and installation companies.
The Customer Billing Escalation Specialist handles escalated customer complaints and billing disputes, working daily with LightReach installers, customer experience (CX), and CAT departments. You will review complaints related to installer or sales representative misrepresentation, investigate issues through system data and stakeholder responses, and recommend resolutions including customer billing adjustments or continued collections. Key responsibilities include:
- Review and investigate escalated complaints from billing subservicers, CX teams, or Finance Operations
- Reach out to Energy Performance Contractors (EPCs) to request investigations and responses
- Analyze EPC responses, customer-provided information, and internal system data to determine root causes
- Recommend resolutions (netfunding EPCs, billing cancellations, or collections continuation) based on findings
- Address customer billing complaints flagged by CX teams
- Collaborate with CX, CAT, and Accounting departments to implement resolutions
- Identify patterns in EPC and sales representative behavior
- Propose process improvements within the department and flag opportunities for other teams
- Perform ad hoc data analysis on complaints and claims
You should be passionate about problem-solving, thrive in unstructured environments while maintaining organization, and have strong analytical and strategic thinking skills. The role requires excellent communication, attention to detail, and the ability to balance individual issue resolution with broader business financial health.
REQUIREMENTS:
- 2–4 years of experience in a role demonstrating strategic thinking and problem-solving
- Bachelor's degree (BS/BA) preferred
- Salesforce experience preferred
- Strong computer skills (G Suite, Microsoft)
- Outstanding attention to detail and organizational skills
- Excellent collaboration and communication skills
- Strong analytical and strategic thinking abilities
- Ability to work independently or as part of a team
- Comfort in fast-paced, rapidly changing environments
- Knowledge of construction or solar industry preferred
