Customer Billing Escalation Specialist

The Customer Billing Escalation Specialist role interacts daily with LightReach installers, Customer Experience (CX), and Contract Administration and Training (CAT) departments. Responsibilities include reviewing escalated customer complaints related to installer or sales representative misrepresentation, communicating with Energy Performance Contractors (EPCs) and customers, collaborating with other departments, and resolving complaints to ensure a positive customer experience.

This person should possess 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 this 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 both macro and micro issues, focusing on individual problems 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 net-funding 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 the Accounting department.
• Flag EPC and sales rep patterns.
• Make process improvements as needed within the department and raise potential opportunities for other groups as identified through reviews.
• Perform ad hoc data analysis on complaints/claims.

Qualifications:

• 2–4 years of experience in a role demonstrating strategic thinking and problem-solving.
• Salesforce experience is preferred.
• A BS/BA degree is 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 the construction or solar industry is preferred.