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Digital Support Specialist

Palmetto Clean Technology

Palmetto Clean Technology

Customer Service
Charlotte, NC, USA · Charlotte, NC, USA · North Carolina, USA · United States
Posted on Saturday, June 1, 2024
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.

This role is located in-person at our HQ in Charlotte, NC.

Summary of Role

We are seeking a dynamic and experienced Digital Support Specialist to join our Customer Experience team. As a key member of the team, you will be responsible for developing and managing our digital support strategy, ensuring that our customers receive exceptional service through digital channels. This role requires a strategic thinker with a strong understanding of digital support technologies and a passion for improving customer experiences. The Digital Support Specialist will also serve as an internal driver of a customer-first culture, helping Palmetto continue to establish its standing as the client experience leader in the clean technology space.

Strategic & Tactical

  • Program Development and Management:
    • Develop and implement a comprehensive digital support strategy that includes the following channels - In-App & web portal self-serve, In-App proactive alerting and messaging, chatbots, forum & community support, AI Chat, Generative AI case workflow automation and emerging digital support technologies.
    • Manage the day-to-day operations of digital support channels, ensuring high levels of customer satisfaction and efficiency.
    • Collaborate with IT and other departments to integrate digital support tools with existing systems and platforms.
  • Customer Experience Enhancement:
    • Analyze customer interactions across digital support channels to identify trends, issues, and opportunities for improvement.
    • Develop and implement initiatives to enhance the digital customer experience, reduce response times, and improve resolution rates.
    • Work with the Voice of the Customer (VoC) program manager to incorporate customer feedback into digital support improvements.
  • Technology and Innovation:
    • Stay current with industry trends and emerging technologies in digital support.
    • Evaluate and implement new digital support tools and technologies to enhance customer service.
    • Lead projects to develop and launch new digital support features and capabilities.
  • Performance Measurement and Reporting:
    • Establish and monitor key performance indicators (KPIs) for digital support channels.
    • Prepare and present regular reports on digital support performance, including insights and recommendations for improvement.
    • Use data to drive continuous improvement initiatives.
  • Stakeholder Engagement:
    • Collaborate with internal stakeholders to ensure alignment of digital support strategies with business goals.
    • Facilitate regular meetings with stakeholders to review digital support performance and discuss improvement plans.
    • Act as a liaison between the digital support team and other departments, ensuring seamless communication and collaboration.

  • Bachelor's degree in Business, Information Technology, Customer Experience, or a related field; Master's degree preferred.
  • 5+ years of experience in digital support, customer service, or a related role.
  • Proven track record of managing digital support channels and technologies.
  • Strong analytical skills with the ability to translate data into actionable insights.
  • Excellent communication and presentation skills.
  • Experience with digital support tools and platforms (e.g., chatbots, CRM systems, helpdesk software).
  • Ability to work collaboratively with cross-functional teams and influence without authority.
  • Strong project management skills with the ability to manage multiple priorities.
  • Passion for improving customer experiences and driving customer-centric change.
  • Consumer experience (B2C or D2C) is required, and experience in the solar industry and / or in a high-growth startup is highly preferred.
  • Bias for action, entrepreneurial mindset, and focus on growth and scale.

Main KPIs

  • Customer contact rate
  • Industry standard CX KPIs
  • Cost / contact
  • NPS throughout journey
  • Palmetto brand reviews

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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