Palmetto Clean Technology - Customer Success Specialist II (Spanish Bilingual)

• 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 • Success Defined • Resolution Time for Escalated Cases – Target: 95% resolved within SLA • Resolution Time for Escalated Cases – Target: • CSAT Conversion Rate – Target: 50%+ converted from neutral to promoter • CSAT Conversion Rate – Target: • NPS Recovery Success Rate – Target: 25%+ improvement in customer sentiment • NPS Recovery Success Rate – Target: • First Call Resolution (FCR) Improvement – Target: Reduce frontline escalations by 30% • First Call Resolution (FCR) Improvement – Target: • Lead Referral Success Rate – Target: Increase in new customer leads from positive survey respondents • Lead Referral Success Rate – Target: • 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! • Employment is contingent upon the successful completion of a background check. • 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. • For more about our Privacy Policy, visit: https://palmetto.com/privacy-policy