Customer Escalation Specialist II

Location

This position will be based remotely in the Philippines. 

Summary of Role 

We are seeking a dedicated and experienced Customer Escalation Specialist to join our Customer Advocacy team within the Customer Experience organization. As a key member of the team, the Customer Escalation Specialist will be responsible for managing and resolving complex customer issues, ensuring that escalations are handled promptly and effectively. This role requires excellent problem-solving skills, a customer-centric mindset, and the ability to work cross-functionally to drive resolutions and enhance overall customer satisfaction. The Customer Escalation Specialist will also serve as a cultural driver, helping Palmetto continue to establish its standing as the client experience leader in the clean technology space.

Strategic & Tactical

• Escalation Management:
• Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution.
• Quickly assess the nature and severity of escalations, prioritize cases, and develop action plans to address them.
• Work directly with customers to understand their concerns, provide timely updates, and ensure their issues are resolved satisfactorily.
• Cross-Functional Collaboration:
• Collaborate with internal teams, including customer support, product and business groups, sales, and legal, to gather information and resources needed to resolve escalations.
• Facilitate meetings and discussions with relevant stakeholders to expedite resolution of escalated issues.
• Advocate for customer needs and ensure that their feedback is communicated to the appropriate teams for further action.
• Process Improvement:
• Identify root causes of recurring escalations and work with cross-functional teams and the VOC program to implement corrective actions and process improvements.
• Develop and maintain escalation management procedures and best practices.
• Track and analyze escalation metrics to identify trends and opportunities for improvement.
• Customer Experience Enhancement:
• Ensure that escalations are handled in a manner that reinforces customer trust and loyalty.
• Provide recommendations to improve overall customer experience based on insights gained from handling escalations.
• Partner with the Voice of the Customer (VoC) program manager to integrate customer feedback into broader customer experience initiatives.

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.

Success Defined

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

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!