Customer Escalation Specialist II

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Palmetto

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚡ Energy

💸 Finance

Energy • Finance

Palmetto is a company that offers comprehensive solar energy solutions for residential properties. It provides various solar services including design, financing, installation, maintenance, and energy system management. Palmetto aims to make clean energy accessible with its solar feasibility modeling platform and offers flexible payment options like solar lease, purchase, and subscription plans. The company prides itself on exceptional customer service and social impact, helping homeowners to manage their energy consumption efficiently while reducing their environmental footprint.

📋 Description

• Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution • Quickly assess the nature and severity of escalations, prioritize cases, and develop action plans to address them • Work directly with customers to understand their concerns, provide timely updates, and ensure their issues are resolved satisfactorily • Collaborate with internal teams, including customer support, product and business groups, sales, and legal, to gather information and resources needed to resolve escalations • Facilitate meetings and discussions with relevant stakeholders to expedite resolution of escalated issues • Advocate for customer needs and ensure that their feedback is communicated to the appropriate teams for further action • Identify root causes of recurring escalations and work with cross-functional teams and the VOC program to implement corrective actions and process improvements • Develop and maintain escalation management procedures and best practices • Track and analyze escalation metrics to identify trends and opportunities for improvement • Ensure that escalations are handled in a manner that reinforces customer trust and loyalty • Provide recommendations to improve overall customer experience based on insights gained from handling escalations • Partner with the Voice of the Customer (VoC) program manager to integrate customer feedback into broader customer experience initiatives

🎯 Requirements

• 2+ years of experience in customer service and escalations (solar industry preferred) • Strong solution-based problem-solving skills, especially related to solar energy systems • A proactive approach to challenges—you come with ideas, not just questions • Excellent verbal and written communication skills with a customer-centric mindset • Ability to manage high-pressure escalations with professionalism and urgency • Experience with CRM systems (Salesforce preferred) and ticketing tools • Ability to analyze NPS data and identify customer trends • Flexibility to support business continuity efforts and assist with frontline operations when needed

🏖️ Benefits

• unlimited PTO • medical, dental, and vision coverage • paid parental leave • retirement plans • more