Customer Billing Escalation Specialist

TL;DR

Customer Billing Escalation Specialist: Managing and resolving complex billing disputes and escalated customer complaints within the renewable energy sector with an accent on investigative analysis and cross-departmental collaboration. Focus on identifying process gaps, flagging patterns in installer or sales representative performance, and ensuring positive financial outcomes for both the company and its customers.

Location: Must be based in the Philippines

Company

hirify.global is a clean tech company accelerating the transition to renewable energy through an innovative platform that provides homeowners and businesses with end-to-end electrification solutions.

What you will do

• Review and investigate escalated complaints from customers, billing subservicers, and internal departments.
• Collaborate with EPC partners, CX, and CAT teams to gather information and reach resolutions.
• Recommend financial resolutions including billing cancellations, netfunding, or collections.
• Flag recurring patterns in sales representative or installer performance.
• Perform ad hoc data analysis to identify trends in complaints and claims.
• Propose and implement process improvements to enhance departmental efficiency.

Requirements

• Must be based in the Philippines
• 2-4 years of experience in a role requiring strategic thinking and problem-solving.
• Strong analytical skills with high attention to detail.
• Proficiency in G Suite and Microsoft Office tools.
• Ability to work effectively both independently and within a team.
• Excellent communication and organizational skills.

Nice to have

• Experience with Salesforce.
• Bachelor’s degree in a relevant field.
• Prior knowledge of the construction or solar industry.

Culture & Benefits

• Comprehensive benefits package including medical, dental, and vision coverage.
• Unlimited PTO policy.
• Paid parental leave and retirement plans.
• Promote-from-within culture focused on career growth and talent development.
• Purpose-driven work environment focused on environmental impact.