Customer Success Specialist I (Spanish Bilingual)

The role

You will be the first point of contact for solar customers by handling inbound calls, emails, and chats. You will provide troubleshooting, resolve common issues, and route complex cases to escalation teams.

What you will do

• Handle inbound customer contacts via calls, emails, and chats regarding solar system performance, billing, and account support
• Provide first-level troubleshooting and walk customers through basic steps
• Log and update all customer interactions in the CRM system
• Set clear expectations on timelines and next steps
• Identify cases that require escalation to Tier 2 or specialized teams
• Follow established SOPs for routing high-priority or technical cases
• Gather and document all relevant details for escalations
• Demonstrate empathy and professionalism in every interaction
• Educate customers on how to monitor solar system performance
• Follow all SOPs for customer communication and data security

Required qualifications

• 1+ year of customer service experience
• 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
• 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

Nice to have

• Call center or BPO experience
• Salesforce

Benefits

• Unlimited PTO
• Medical coverage
• Dental coverage
• Vision coverage
• Paid parental leave
• Retirement plans

Before you apply

• Employment is contingent upon the successful completion of a background check

About the company

Palmetto is a consumer energy platform that provides homeowners with a single destination to discover, purchase, finance, install, monitor and manage home energy products and services.