Energy Advisor - HVAC

Energy Advisor - HVAC

Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all , we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impactwithout compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all.

Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits packageincluding unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and moreso you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profitbacked by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world.

This position will be based in Charlotte, NC.

Summary of Role

The Energy Advisor is responsible for the day-to-day DTC (direct-to-consumer) lead management through completion of an Energy Product sale. Lead management may require multiple touchpoints in a sales cycle. You 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.

Strategic & Tactical

• 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).
• Respond to 95% of Intercom / chat messages in less than 30 seconds
• Field inbound email inquiries via Zendesk in less than 20 minutes
• Field 95% of all inbound calls in less than 30 seconds of ringing to your desk
• 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

Qualifications

Employment is contingent upon the successful completion of a background check.

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.