Operations Specialist II

Department Description: 

LightReach  is a branch of Palmetto Energy focused on the democratization of the renewable energy industry. We provide homeowners with financial products to benefit from solar power, home efficiency products and energy storage systems. We empower solar sales professionals and solar installation companies with access to our proprietary platform, financing, customer management system and milestone submission system. Our #1 focus is a phenomenal experience for our customers and partners, evidenced in our growing financial product adoption. Palmetto Finance is growing rapidly and prepared to continue growth.

Location & Hours

• This position is remote, with preference of PST time zone. 
• Monday - Friday: 3PM - 11 PM EST (12PM - 8 PM PST)

About You!

• Minimum 2+ years of experience in a customer, tech, or sales support role
• Knowledge of the construction or solar industry preferred
• Spanish speaker is a plus
• You’ve got a passion for servant leadership, willing to support frontline sales reps and team members to successfully transact on the Palmetto financial product platform. 
• You maintain a high level of emotional intelligence, able to navigate through stressful situations in a tactful manner. 
• You are an excellent conversational English writer
• You are proficient in web-browser hotkeys/shortcuts, and have a high typing speed of at least 40 words per minute. 

Success Defined

• Consultative Support: 95% Support requests responded to within 2 minutes, with high quality execution. Accurate guidance and coaching of sales members relative to product parameters, milestones, etc. 
• Resource Management: Consistent accuracy & attention to detail on training and knowledge base development
• Underwriting: 95% Underwriting reviews executed & properly dispositioned within 15 min
• Communications & Product Positioning: Proper execution & positioning of new release communications 
• Compliance: Thoughtful & balanced execution of compliance scenarios 

Strategic/Tactical Responsibilities

• Support EPC partner requests via intercom mechanisms, removing friction and blockers to any transactions. 
• Be the primary driver of Capital Markets Operations  infrastructure, including knowledge base resources, internal & external communications, support systems, best practices, etc. 
• Manage all queues & action areas within the financial portal to ensure smooth transactions. 
• Provide consultative service to transaction partners. 
• Coordinate with internal colleagues to smooth out any friction points or blockers relating to milestones. 
• Provide coaching and training transaction partners & sales reps. 
• Maintain datasets on frontline support activity to drive improvement in the quality of the product.
• Surface platform improvements to attack common problems observed. Assist in the continuous evaluation and improvement of internal processes and help build systems that meet current and future company service expansions.  

Required Background and Skills

• Minimum 2+ years of experience in a customer, tech, or sales support role
• BS/BA Preferred
• Preferred experience with interpreting data reports to streamline workflows
• Enjoys working in a fast-paced rapidly changing environment
• Customer service mindset
• Problem solver
• Attention to detail
• Strong computer skills
• 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