Remote Customer Escalation Specialist — Elevate Experience

Palmetto Clean Technology; Philippines; Remote; PHP 60,000 - 95,000; Full time

Benefits offered by this job

Unlimited PTO

Medical/Dental/Vision

Paid parental leave

Retirement plans

Job summary

Palmetto Clean Technology is seeking a Customer Escalation Specialist to join our Customer Advocacy team. Based remotely in the Philippines, you will manage escalated issues, coordinate with cross-functional partners, and drive resolution with a customer-centric mindset.

You will leverage CRM tools, including Salesforce, analyze trends, and contribute to process improvements. Fluency in English and Spanish is required; prior solar industry experience is a plus.

Qualifications

• 2+ years in customer service and escalations; solar industry preferred.
• Strong problem-solving with a customer-centric mindset.
• Excellent verbal and written communication in English and Spanish.
• Experience with CRM and ticketing tools; ability to analyze trends.

Responsibilities

• Serve as the primary point of contact for escalated customer issues from initiation to resolution.
• Assess severity, prioritize cases, and develop action plans with stakeholders.
• Provide timely updates to customers and ensure satisfactory resolution.
• Collaborate with support, product, sales, and legal to resolve escalations.
• Facilitate meetings with stakeholders to expedite resolutions.
• Advocate for customer needs and communicate feedback to relevant teams.
• Identify root causes of escalations and drive process improvements.

Skills

Customer Escalation

CRM & Salesforce

Problem solving

Verbal & written comms

High-pressure handling

Bilingual Spanish/English

Tools

Salesforce

Job description

Palmetto Clean Technology is seeking a Customer Escalation Specialist to join our Customer Advocacy team. Based remotely in the Philippines, you will manage escalated issues, coordinate with cross-functional partners, and drive resolution with a customer-centric mindset.

You will leverage CRM tools, including Salesforce, analyze trends, and contribute to process improvements. Fluency in English and Spanish is required; prior solar industry experience is a plus.