Customer Success Specialist I
Palmetto Clean TechRemote
Full Time
Posted March 6, 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 communications, offering troubleshooting, account assistance, and ensuring a positive customer experience to promote the adoption and effective use of renewable energy systems.
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.
- Ability to accurately log and update all customer interactions in the CRM system.
- Ability to follow Standard Operating Procedures (SOPs) accurately.
- Ability to provide first-level troubleshooting and walk customers through basic steps to resolve issues.
- Ability to identify cases that require escalation to Tier 2 or specialized teams and follow established SOPs for routing high-priority or technical cases.
- Demonstrate empathy and professionalism in every customer 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.
- 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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