Customer Escalation Specialist, Spanish Bilingual

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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 • Assess the nature and severity of escalations, prioritize cases, and develop action plans • Work directly with customers to understand concerns, provide timely updates, and ensure satisfactory resolution • Collaborate with customer support, product and business groups, sales, and legal to resolve escalations • Facilitate stakeholder meetings and discussions to expedite resolution • Advocate for customer needs and communicate feedback to appropriate teams • Identify root causes of recurring escalations and implement corrective actions and process improvements • Develop and maintain escalation management procedures and best practices • Track and analyze escalation metrics to identify trends and improvement opportunities • Ensure escalations reinforce customer trust and loyalty • Recommend improvements to the overall customer experience • Partner with the Voice of the Customer program manager on customer experience initiatives • Support business continuity efforts and assist with frontline operations when needed

🎯 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 • Proactive approach to challenges, bringing ideas and solutions • 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 • Experience with ticketing tools • Ability to analyze NPS data and identify customer trends • Flexibility to support business continuity efforts and assist with frontline operations when needed • Fluency in both Spanish and English required • Successful completion of a background check required for employment

🏖️ Benefits

• Unlimited PTO • Medical coverage • Dental coverage • Vision coverage • Paid parental leave • Retirement plans • Talent development and career growth opportunities • Promote-from-within culture