Customer Success 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

• Handle inbound customer contacts (calls, emails, chats) 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 cases that require escalation to Tier 2 or specialized teams • Follow established SOPs for routing high-priority or technical cases • Gather and document all relevant details to ensure escalations are handled efficiently • Demonstrate empathy and professionalism in every interaction • Aim for first-contact resolution whenever possible • Proactively educate customers on how to monitor their solar system performance and where to find helpful resources • Follow all SOPs for customer communication and data security • Adhere to service-level agreements (SLAs) for response times and resolution • Provide feedback to leadership on recurring issues, trends, or process gaps

🎯 Requirements

• 1+ year of customer service experience (call center or BPO preferred) • Basic familiarity with solar energy systems or willingness to learn quickly • Strong verbal and written communication skills in English • Ability to stay calm and professional under pressure • Comfortable using CRM/ticketing systems (Salesforce preferred but not required) • Detail-oriented and able to follow SOPs accurately • A positive, team-oriented attitude and willingness to grow into more complex responsibilities • Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required)

🏖️ Benefits

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