Department Description

Palmetto Home is a branch of Palmetto focused on the democratization of the renewable energy and HVAC industries. We provide homeowners with financial products to benefit from solar power, energy storage systems, and home efficiency through advanced heating and cooling technologies. We empower solar and HVAC sales professionals and installation companies with access to our proprietary platform, financing, customer management system, and milestone quality control system. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption.

Location

This position will be based remotely in the Philippines.

Summary of Role

As a Customer Success Specialist ll, you will be responsible for handling complex customer cases, priority escalations, and proactive outreach within our solar customer service operations. This role requires in-depth knowledge of solar energy systems, and a commitment to delivering high-quality customer experiences.

You will serve as a critical escalation point for frontline agents, manage high-priority cases for internal teams, and act as a business continuity backup in the event of service disruptions. Additionally, you will conduct proactive outreach to passive and negative NPS customers to address concerns before they escalate. Furthermore, you will reach out to customers who provided positive survey scores to request lead referrals for new customers.

We are looking for individuals with a solution-based mindset—someone who doesn’t just ask “What do I do?” but comes prepared with proposed solutions and a proactive approach to problem-solving.

This is an exciting opportunity to play a key role in improving efficiency, response times, and overall customer satisfaction in our newly structured Customer Success Specialist team.

Strategic & Tactical

• Escalation & Complex Case Management
  • Handle escalated customer issues that require advanced problem-solving.
  • Resolve high-touch priority cases for internal teams, ensuring timely resolution.
  • Serve as a technical and operational expert, assisting frontline agents with complex inquiries.
  • Work closely with internal departments (e.g., Engineering, Field Ops, Billing) to facilitate case resolution.
• Proactive Customer Engagement & NPS Management
  • Conduct outbound follow-ups for customers with passive or negative NPS scores, identifying pain points and providing solutions.
  • Gather customer feedback to improve overall service quality and escalate systemic issues to leadership.
  • Identify trends in customer dissatisfaction and recommend process improvements.
  • Call customers who provided positive survey scores to ask for lead referrals for potential new customers.
• Business Continuity & Support Backup
  • Act as a backup team for frontline operations in case of BPO outages or system disruptions.
  • Assist in load balancing during high call volumes or staffing shortages.

Qualifications

• 2+ years of experience in customer service and escalations (solar industry preferred).
• Strong solution-based problem-solving skills, especially related to solar energy systems.
• A proactive approach to challenges—you come with ideas, not just questions.
• 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) and ticketing tools.
• Ability to analyze NPS data and identify customer trends.
• Flexibility to support business continuity efforts and assist with frontline operations when needed.
• Proficiency in Spanish to effectively support Spanish-speaking customers (required).

Success Defined

• Resolution Time for Escalated Cases – Target: 95% resolved within SLA
• CSAT Conversion Rate – Target: 50%+ converted from neutral to promoter
• NPS Recovery Success Rate – Target: 25%+ improvement in customer sentiment
• First Call Resolution (FCR) Improvement – Target: Reduce frontline escalations by 30%
• Lead Referral Success Rate – Target: Increase in new customer leads from positive survey respondents

This role is critical in ensuring exceptional service, proactive customer engagement, and business resilience in our customer support operations. If you're someone who takes initiative, thinks critically, and drives results with a solution-first mindset, we encourage you to apply!