Palmetto Clean Technology - Customer Escalation Specialist II

• 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. • Success Defined • Success Defined • Customer contact rate: 24 hour response time to new cases • Customer contact rate: • Case resolution time: Target: 95% resolved within SLA • Case resolution time: Target: • CSAT Conversion Rate – Target: 50%+ converted from neutral to promoter • CSAT Conversion Rate • 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! • 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