At Palmetto, we're looking for a Customer Success Specialist I to be the first and most important point of contact for our solar customers. In this role, you will handle inbound calls, emails, and chats, providing clear answers, basic troubleshooting, and timely updates to ensure every interaction leaves a positive impression.
What You'll Do
- Handle inbound customer contacts regarding solar system performance, billing questions, and account support.
- Provide first-level troubleshooting and walk customers through basic steps to resolve issues.
- Accurately log and update all customer interactions in the CRM system.
- Set clear expectations on timelines and next steps.
- Identify and escalate cases that require Tier 2 or specialized team support.
- Follow SOPs for routing high-priority or technical cases, gathering all relevant details.
- Demonstrate empathy and professionalism, aiming for first-contact resolution.
- Proactively educate customers on monitoring their solar system and finding resources.
- Follow all SOPs for communication, data security, and service-level agreements (SLAs).
- Provide feedback to leadership on recurring issues, trends, or process gaps.
What We're Looking For
- 1+ year of customer service experience.
- Strong verbal and written communication skills in English.
- Ability to stay calm and professional under pressure.
- Detail-oriented with the ability to follow SOPs accurately.
- A positive, team-oriented attitude and willingness to grow into more complex responsibilities.
Nice to Have
- Call center or BPO experience.
- Basic familiarity with solar energy systems or willingness to learn quickly.
- Comfortable using CRM/ticketing systems (Salesforce preferred but not required).
Technical Stack
- CRM/ticketing systems, Salesforce
Team & Environment
Critical to maintaining smooth operations and routing complex cases to Tier 2 or escalation teams.
Benefits & Compensation
- Unlimited PTO
- Medical, dental, and vision coverage
- Paid parental leave
- Retirement plans
Work Mode
This is a local-country position based in the Philippines.
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need.
