Company Description
Recognized by Forbes as one of the fastest-growing private companies in the United States, Palmetto believes that choosing to source clean energy from renewable resources like solar power should be a right, not a privilege. As such, we connect homeowners with renewable energy options such as solar power and energy storage systems. Through our marketplace business model, we empower solar sales professionals and solar installation companies with access to our proprietary design platform, financing, customer management system, logistics, and project management. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our industry-leading Net Promoter Score.
Our employees are our most valuable resource. Palmetto has a promote-from-within culture for talent development. We offer excellent benefits such as unlimited vacation/PTO, medical, dental, and vision coverage, parental leave, and retirement plans.
Summary
The primary responsibility of the Sales Support Specialist is to ensure timely receipt and accurate documentation of contracts, required customer information, and site survey photos in accordance with the requirements and standards of AHJs, financiers, utilities, and other stakeholders in the installation and process. The Sales Support Specialist defines, improves, and optimizes current documentation verification and survey processes to increase accuracy and efficiency while driving down timelines to achieve SLAs.
Success Defined
- Contract Processing: <1 Day to Resolution
- Document Processing: <1 Day to Resolution
- Survey: <4 Days to Resolution
Strategic/Tactical Responsibilities
- Act as Survey and Documentation Controller for projects entering the installation workflow
- Ensure customer service levels meet or exceed Palmetto standards
- Assist in creation of reports and metrics (SLAs) to optimize resources and workflow of the team within SalesForces and Alchemy.
- Meet all defined SLOs (Service Level Objectives) regarding work queues
- Support sales and operations leadership by providing timely updates and critical feedback to enhance the fulfillment process
- Review and optimize the existing processes; implement scalable solutions.
- Record all customer interactions within CRM (Salesforce).
- Serve as the documentation and survey expert, advising on issues, trouble-shooting, and answering questions.
- Proactively work with Policy & Commercialization, Interconnection, Design, and Incentives Teams to integrate any Program changes into documentation and survey requirements.
- Implement and improve documentation processes and Docusign mapping, working with Tech team for mapping and uploading into Alchemy.
- Present weekly updates to the Business Processing Manager/Fulfillment Director.
- Work with other CAM leaders to ensure jobs flow smoothly through all appropriate stages and SLA(s).
- Build and maintain positive relationships with Sales teams and Channel Partners.
- Drive continuous improvements to facilitate exceptional team output and customer service.
- Manage communication with Homeowners, Sales Representatives, Physical Survey providers, and Financiers to complete and retrieve all required documentation.
- Manage Document and Survey approvals, ensuring accuracy and completeness of all required documentation and photos.
- Manage and create materials and resources across a variety of platforms to support homeowners and sales organizations.
- Develop and implement continuous improvements to processes for increased efficiency and quality.
- Issue and amend documents as needed to meet a wide variety of submittal requirements and standards.
- Contribute and coordinate with multiple teams for successful market launches and updates.
- Assist Origination Team with throughput as business requires.
Required Background and Skills
- Minimum 4 years experience in a customer support or business processing related position
- BA/BS preferred
- Customer service mindset
- Problem solver
- Strong computer skills (MS Office or G Suite)
- Assertive, confident and clear communicator, both written and verbally
- Demonstrates ability to take initiative, be independent and a self-starter.
- Capacity to analyze key metrics and root cause problems
- Ability to coach and cultivate a successful team
- Establish and maintain an encouraging and cooperative working environment
- Enjoys working in a fast-paced rapidly changing environment
- Spanish speaker a plus - Bilingual
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
Top Skills
What We Do
Palmetto is committed to the creation of a distributed, decentralized energy source we call The New Utility, which will replace the fossil-fueled, centralized energy model of The Old Utility. We are working towards this democratization of energy by putting power and control back in the hands of consumers and inspiring them to make environmentally responsible choices. To this end, Palmetto has developed a clean energy marketplace, with proprietary technology designed to make it easier and more affordable for homeowners to source their energy from renewables like solar power. We have developed products that reduce costs and drive widespread distribution of simple energy management solutions. Palmetto is a triple bottom line, fully distributed company with teammates throughout the United States.
