Quick overview
Job description
About Base
Base is America’s next-generation power company. We’re rebuilding the foundation of modern civilization–electricity–by deploying a vast network of distributed batteries that is transforming today’s fragile, centralized grid into a resilient and abundant system. We are engineers, operators, and creatives solving some of the most complex, interdisciplinary challenges of our time.
About the Role
As part of our Member Experience team, you’ll ensure our members receive and pay their bills in a timely manner - and enforce our collections process if they don’t. Effective communication and detailed process management are key for you to mitigate company risk while delivering an excellent experience for our members.
This role works across all experience levels.
What You’ll Do
Payment Collection: Enforce non-payments and reach out to delinquent members via call, text, and email to help them remain in good standing.
Payment Support: Respond to member inquiries regarding their payment failures or issues.
Fraud Prevention & Credit Quality: Take action on results and responses from credit and identity checks, and help build the process and structure for these new workflows from the ground up.
Complaint Handling: Respond to official complaints from third parties or government agencies such as the Public Utility Commission of Texas, the Attorney General, or the Better Business Bureau.
Data Entry: Maintain accurate, detailed records of delinquent or declined members and their statuses.
Exception Management: Use sound judgment and empathy to offer alternate payment plans and make exceptions for extenuating circumstances.
Policy Compliance: Ensure you comply with all regulatory requirements as you manage our payments and risk tasks.
Improve Systems: Help us migrate from spreadsheets to more scalable, reliable, and automated systems.
Please note: Base is a startup, which means priorities shift and evolve quickly. Your role may expand or change based on the needs of the business at any given time, so the responsibilities listed may not be exhaustive.
Our Values
First Principles Thinking: Question assumptions. Principles > rules.
Operate at Base Pace: Focus on what matters, act quickly, and learn by doing.
Give & Get Feedback: Be direct, be humble, and maintain a growth mindset.
Everyone’s an Owner: Follow through on commitments and own results.
Strong Opinions, Loosely Held: Drive clarity and make calls with imperfect information.
Committed to the Mission: Rebuilding the grid is a big challenge. We work hard because we care deeply about the impact we’re creating. We work in-person. It’s not a 9-to-5. We are all-in.
Fun & Optimism Coexist with Grit: Collaboration and celebration coincide with the intensity of building real things.