Customer Success Specialist I
Palmetto Clean TechRemote
Full Time
Posted January 8, 2026
Solar Energy
Remote
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Job Description
A Customer Success Specialist I at Palmetto provides frontline support to solar customers through inbound calls, emails, and chats, handling troubleshooting, account inquiries, and ensuring a positive customer experience while escalating complex issues when necessary.
Key Responsibilities
- Handle inbound customer contacts via calls, emails, and chats regarding solar system performance, billing, and account support
- Provide first-level troubleshooting and guide customers through basic resolution steps
- Accurately log and update customer interactions in the CRM system
- Identify cases requiring escalation and follow SOPs to route them to appropriate teams
- Demonstrate empathy and professionalism to ensure positive customer interactions
- Educate customers on monitoring solar system performance and available resources
- Adhere to SOPs, response times, and data security protocols
- Provide feedback on recurring issues, trends, or process gaps to leadership
Requirements
- At least 1 year of customer service experience in a call center or BPO environment.
- Basic familiarity with solar energy systems or willingness to learn quickly about solar energy systems.
- Strong verbal and written communication skills in English.
- Ability to stay calm and professional under pressure.
- Comfortable using CRM ticketing systems, with Salesforce experience preferred but not required.
- Detail-oriented with the ability to follow Standard Operating Procedures (SOPs) accurately.
- Willingness to adhere to service-level agreements (SLAs) for response times and resolution.
- Employment is contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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