Job Description
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.
Solar Advisor Palmetto is a clean technology marketplace focused on the democratization of the renewable energy industry. We connect homeowners with options to purchase solar power, home efficiency products and energy storage systems. 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. Palmetto is growing rapidly and is prepared to continue growth in a post-ITC world.
The Solar Advisor is responsible for the day-to-day DTC (direct-to -consumer) lead management through completion of a solar sale. Lead management may require multiple touchpoints in a sales cycle.
The Solar Advisor will be responsible for adhering to processes that guarantee timely and satisfactory response to inbound ecommerce customer inquiries, and leading strategy for the development of ambassador sale support, ecommerce sales support, corporate partner customer and account service support, and up funnel management of customer transaction for all ecommerce channels.
About You - You have a sales mind and a CX soul.
- You seek feedback and ways to master your craft.
- You are witty and an effective communicator with the ability to build relationships that lead to sales and referrals.
- You are motivated and a self-starter. You can successfully work autonomously and aren't afraid to roll up your sleeves to get things done.
- You hate being reactive. You love to craft scripts and adjust processes to help mold the direction of the Inside Sales Team.
- You thrive on data and leverage it to drive decisions and focus
Success Defined - Meet SLA's for outreach with pipeline management
- Hit sales targets that are provided
- Overall NPS >90
Strategic and Tactical Responsibilities - Field inbound sales and customer inquiries, following predetermined processes to ensure rapid response.
- Manage support tickets and inbound requests for support ranging from product questions to project inquiries.
- Review pipeline owning all projects through to design complete.
- Provide resources and guidance to members for best practices and market level policy guidelines
- Keep up with new product sales launches and help support questions
- Ensure all working queues are meeting the defined SLOs (Service Level Objectives).
- Assist in the continuous evaluation and improvement of internal processes and help build systems that meet current and future company service expansions and customer satisfaction goals.
- Coordinate and collaborate with Project Coordinators, sales teams, and operational groups.
- Ensure customer service levels are met or exceed Palmetto standards.
- Maintain a high level of integrity and in compliance of Palmetto standards of excellence.
- Proactively work with the customer base to improve Palmetto's Net Promoter Score.
- Engage with customers to upsell products and services and promote the Palmetto Referral Program.
- Work with business partners in the business analytics and technology teams to ensure ecommerce customer journeys are fully mapped and tracked at each waypoint.
- Identify friction points in the ecommerce and ambassador workflow, and provide targeted support while working with internal teams to resolve and refine these inhibitors.
- Work with technology team and customer account management teams to implement customer self service workflows, reducing cost/touch to customer while maintaining market leading customer experience.
- Collaborate with sales, technology, and marketplace team on new product launches
Required Background and Skills - Minimum 2 years of experience in a customer support or sales role
- Experience in the solar industry preferred
- BS/BA Preferred
- Enjoys working in a fast-paced rapidly changing environment
- Sales and Customer service mindset
- Problem solver
- Attention to detail
- Strong computer skills (G Suite, Salesforce)
- Ability to work independently as well as in a team
- Excellent communicator, both written and verbal
- Spanish speaker is a plus
Palmetto is leading our world toward a clean energy future with revolutionary technology, full turnkey sales services, industry-leading logistics, thousands of solar panel installations and an endless passion for all things sustainable. We've structured, financed and developed clean energy projects across 4 continents and 22 countries, and we're not stopping anytime soon. We are a high growth company with a promote-from-within culture. We offer excellent traditional benefits such as unlimited vacation, medical, dental and vision coverage, and retirement plans. Our #1 Value is Customer Experience and we pride ourselves on over delivering. To learn more about our services, visit Palmetto.com
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.
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