Palmetto Clean Technology - Customer Success Specialist I (Spanish Bilingual)
Requirements
• Demonstrate empathy and professionalism in every 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. • Process & Compliance • Follow all SOPs for customer communication and data security. • Adhere to service-level agreements (SLAs) for response times and resolution. • Provide feedback to leadership on recurring issues, trends, or process gaps. • 1+ year of customer service experience (call center or BPO preferred). • Basic familiarity with solar energy systems or willingness to learn quickly. • Strong verbal and written communication skills in English. • Ability to stay calm and professional under pressure. • Comfortable using CRM/ticketing systems (Salesforce preferred but not required). • Detail-oriented and able to follow SOPs accurately. • A positive, team-oriented attitude and willingness to grow into more complex responsibilities. • Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required) • Success Defined • Success Defined • First Contact Resolution (FCR) – Target: 80%+ of cases resolved without escalation. • First Contact Resolution (FCR) • Average Handle Time (AHT) – 12 minutes • Average Handle Time (AHT) • CSAT Score – Target – 4+ customer satisfaction on post-contact surveys. • CSAT Score – Target • Adherence to SOPs – 100% compliance on required processes and documentation. • Adherence to SOPs • Escalation Accuracy – Minimal rework needed by Tier 2 due to missing info. • Escalation Accuracy • 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
Responsibilities
• Excellent written and verbal communication skills in both English and Spanish, with the ability to deliver constructive feedback clearly (required) • Success Defined • First Contact Resolution (FCR) – Target: 80%+ of cases resolved without escalation. • Average Handle Time (AHT) – 12 minutes • CSAT Score – Target – 4+ customer satisfaction on post-contact surveys. • Adherence to SOPs – 100% compliance on required processes and documentation. • Escalation Accuracy – Minimal rework needed by Tier 2 due to missing info. • 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
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