Job Location : Charlotte,NC, USA
About the job
Company Description
Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.
Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.
This role is located in-person at our HQ in Charlotte, NC full-time Monday-Friday.
Summary of Role
We are seeking a dedicated and experienced Customer Support Specialist to join our Customer Experience & Support team within the Customer Experience organization. As a key member of the team, the Customer Support Specialist will be responsible for ensuring our customers receive amazing support when they need help through the channel of support they choose. This role requires a customer-centric mindset, and the ability to work cross-functionally and enhance overall customer satisfaction through our frontline agent provider partnership. This role will be the operational driver across the company of our No.1 value - Customer Mindfulness and will serve as a cultural driver, helping Palmetto continue to establish its standing as the customer experience leader in the clean technology space.
Strategic & Tactical
* Operational Management Support
* Work with the business outsource provider owning KPI daily/weekly operational management, staffing levels & scheduling adherence, SLA attainment, staffing attrition and pipeline management.
* Lead weekly operational performance reviews and management ensuring action plans in place to address performance.
* Gather system requirements (Salesforce/Five9/Intercom) and work with internal product teams to project manage requirements documentation and implementations.
* Product Launch Management:
* Own the product launch process working with product teams to ensure support is ready for launch including content creation, support process set up, operational BPO readiness.
* Design future product support model and workflows
* Cross-Functional Collaboration:
* Collaborate with internal teams, including customer support, product and business groups, sales, and legal, to gather information and resources needed to resolve escalations.
* Advocate for customer needs and ensure that their feedback is communicated to the appropriate teams for further action.
* Process Improvement:
* Identify root causes of recurring customer issues and work with cross-functional teams and the VOC program to implement corrective actions and process improvements.
* Track and analyze support experience and performance metrics to identify trends and opportunities for improvement.
* Customer Experience Enhancement:
* Ensure that support delivery builds customer trust and loyalty.
* Provide recommendations to improve overall customer experience based on insights gained from support processes and customer help scenarios.
* Partner with the Voice of the Customer (VoC) program manager to integrate customer feedback into broader customer experience initiatives.
* Foster a customer-centric culture within the broader CX & Support team and promote a proactive approach to issue resolution.
Qualifications
* Bachelor's degree in Business, Customer Experience, or a related field.
* 3+ years of experience in customer support, customer service, or a related role with a focus on escalation management.
* Proven track record of effectively managing and resolving complex customer issues.
* Excellent problem-solving and analytical skills.
* Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders at all levels.
* Experience with customer support tools and systems (e.g., CRM, helpdesk software).
* Ability to work collaboratively with cross-functional teams and influence without authority.
* Strong organizational and project management skills, with the ability to manage multiple priorities.
* Passion for improving customer experiences and driving customer-centric change.
* Consumer experience (B2C or D2C) is required, and experience in the solar industry and / or in a high-growth startup is highly preferred.
* Bias for action, entrepreneurial mindset, and focus on growth and scale.
Main KPIs
* Customer contact rate
* Industry standard CX KPIs
* Cost / contact
* NPS throughout journey
* Palmetto brand reviews
Equal Employment Opportunity
Palmetto embraces diversity and is an Equal Employment Opportunity employer. Employment is decided on the basis of qualifications, merit, and business need. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or any other status protected under federal, state, or local law.
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Top skills for this role
Customer Success
Product Support
Analytical Skills
Customer Support
Teamwork
Interpersonal Skills
Project Management
Customer Relationship Management (CRM)
Problem Solving
Power Tools
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