Full-Time Service Operations Project Coordinator

• Triage, troubleshoot, and schedule service appointments.
• Determine the scope of work for the Build Partner or internal Field Service Technician.
• Build final quotes and approve invoices from service partners;
• Ensure customer service levels meet or exceed Palmetto standards.
• Ensure all queues are meeting the defined SLA’s (Service Level Agreements).
• Manage all queues, reports, and cases within company CRM platforms
• Manage project cost by identifying Build Partner best suited for the type and scope of the work;
• Maintain proactive, customer service-oriented communication with residential clients regarding project status along defined benchmarks to aggressively drive backlog projects through the pipeline and onto the schedule.
• Communicate with region-based Palmetto Operations Managers regarding resource management, schedule construction and specific job details.
• Escalate any jobs stuck or delayed beyond the normal timeline.
• Lead collaborative efforts as an interdepartmental liaison amongst sales, survey, engineering, supply chain and regional management staff to resolve conflicts and inefficiencies before they arise.
• Conduct periodic business reviews with Build partners, vendors and internal resources.
• Take on new tasks and responsibilities as needed to help the Services division achieve its goals
• Seek constant improvement in the quality of Palmetto’s product and customer service.
• Complete periodic root-cause analysis of service cases and provide management with relevant reporting.
• Suggest process improvements and take part in various projects as a subject matter expert (SME).

• BS/BA Preferred.
• Minimum 2 years of experience in a customer, tech, or sales support role preferred.
• A high degree of proactiveness, adaptability, and resourcefulness to excel in a dynamic, fast-paced environment.
• Customer service mindset.
• Problem solver with attention to detail.
• Strong enterprise software skills (G Suite, Salesforce, Zendesk).
• Ability to work independently as well as in a team.
• Excellent communicator, both written and verbal.
• Knowledge of the construction or solar industry is preferred.
• Spanish proficiency is a plus.

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