Posted on 
Sep 25

Project Coordinator

Remote

Company Overview

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 is a VC-backed high-growth company with a promote-from-within culture for talent development. We offer excellent traditional benefits such as unlimited vacation, medical, dental, and vision coverage, and retirement plans. We are also proud to offer innovative benefits that help our employees thrive in a 21st century economy, including a fully remote work staff, 2-week annual sabbaticals, parental leave, and unlimited PTO - among other benefits.

Summary of Role

The Project Coordinator role is critical to the success of the Palmetto Platform, managing all customer projects through to PTO. In this role you will serve as the official point of contact for our customers providing weekly updates and coordinate with internal teams to ensure the customers project is moving forward.

This is a new role for Palmetto and will be bringing an element of world class customer service that will align with our mission.

If you’re an advocate for customer success, detail oriented, and love building and improving processes as you go- we’ve got a spot for you!

About You
- You are outgoing, engaging and empathetic- you can build trust and rapport with customers and internal teams.
- You’re a natural problem solver, championing the customer while navigating your way quickly to solutions to complex issues.
- You’re flexible, able to turn on a dime to address new challenges.
- You are not afraid to navigate in “waters of the unknown” in order to Building processes and procedures

Strategic & Tactical
- Establish and manage relationships with customer base of Palmetto with the objective of driving predictable and high quality communication between Palmetto and Customer
- Lower outgoing costs for CX/CAM/CAT by minimizing issues at the top of the funnel rather than them popping up downstream
- Ensure customer is made aware of specific milestones (Including but not limited to, Order submitted, Final Design, Change orders, installation scheduling, Permission to operate)
- Achieve excellence in customer satisfaction and achieve highest level possible in Net Promoter Score (NPS) Greater than 90%
- Achieve Big Seven KPI with sub 20% cancelation rate in book of business
- Coordinate and collaborate with other Customer Account Management (CAM) members, sales teams, and operational groups
- Daily outgoing tasks (Email, text, call)
- Ensure any delays are addressed internally as well as communicated externally
- Ensure all communication is logged/maintained in Salesforce
- Maintain a “portfolio” of 100-200 projects based on volume and headcount
- Identify and suggest operations/sales feedback to manager for training and/or support
- Be Point of Contact for the* customer for all things related to their project from Contract Received to Permission to Operate the system
- **Assist 
*with internal departments, if needed for document collection, signature, etc.
- Ensure customer service levels are met or exceed Palmetto standards.

Required Background and Skills
- Minimum 2 years of experience in a customer, tech, or sales support role
- BS/BA Preferred
- Enjoys working in a fast-paced rapidly changing environment
- Customer service mindset with a sales acumen
- Problem solver
- Attention to detail
- Strong computer skills (G Suite)
- Ability to work independently as well as in a team
- Excellent communicator, both written and verbal
- Knowledge of the construction or solar industry preferred
- Spanish speaker is a plus

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

Description

Company Overview

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 is a VC-backed high-growth company with a promote-from-within culture for talent development. We offer excellent traditional benefits such as unlimited vacation, medical, dental, and vision coverage, and retirement plans. We are also proud to offer innovative benefits that help our employees thrive in a 21st century economy, including a fully remote work staff, 2-week annual sabbaticals, parental leave, and unlimited PTO - among other benefits.

Summary of Role

The Project Coordinator role is critical to the success of the Palmetto Platform, managing all customer projects through to PTO. In this role you will serve as the official point of contact for our customers providing weekly updates and coordinate with internal teams to ensure the customers project is moving forward.

This is a new role for Palmetto and will be bringing an element of world class customer service that will align with our mission.

If you’re an advocate for customer success, detail oriented, and love building and improving processes as you go- we’ve got a spot for you!

About You
- You are outgoing, engaging and empathetic- you can build trust and rapport with customers and internal teams.
- You’re a natural problem solver, championing the customer while navigating your way quickly to solutions to complex issues.
- You’re flexible, able to turn on a dime to address new challenges.
- You are not afraid to navigate in “waters of the unknown” in order to Building processes and procedures

Strategic & Tactical
- Establish and manage relationships with customer base of Palmetto with the objective of driving predictable and high quality communication between Palmetto and Customer
- Lower outgoing costs for CX/CAM/CAT by minimizing issues at the top of the funnel rather than them popping up downstream
- Ensure customer is made aware of specific milestones (Including but not limited to, Order submitted, Final Design, Change orders, installation scheduling, Permission to operate)
- Achieve excellence in customer satisfaction and achieve highest level possible in Net Promoter Score (NPS) Greater than 90%
- Achieve Big Seven KPI with sub 20% cancelation rate in book of business
- Coordinate and collaborate with other Customer Account Management (CAM) members, sales teams, and operational groups
- Daily outgoing tasks (Email, text, call)
- Ensure any delays are addressed internally as well as communicated externally
- Ensure all communication is logged/maintained in Salesforce
- Maintain a “portfolio” of 100-200 projects based on volume and headcount
- Identify and suggest operations/sales feedback to manager for training and/or support
- Be Point of Contact for the* customer for all things related to their project from Contract Received to Permission to Operate the system
- **Assist 
*with internal departments, if needed for document collection, signature, etc.
- Ensure customer service levels are met or exceed Palmetto standards.

Required Background and Skills
- Minimum 2 years of experience in a customer, tech, or sales support role
- BS/BA Preferred
- Enjoys working in a fast-paced rapidly changing environment
- Customer service mindset with a sales acumen
- Problem solver
- Attention to detail
- Strong computer skills (G Suite)
- Ability to work independently as well as in a team
- Excellent communicator, both written and verbal
- Knowledge of the construction or solar industry preferred
- Spanish speaker is a plus

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

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