Operations Specialist Associate – Philippines

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.

Location: This role is remote and employees must be based in the Phillipines.

LightReach Operations Specialist Associate Overview: The Operations Specialist Associate is critical to the success of the LightReach Platform, managing the support and processing ecosystem surrounding Palmetto’s financial products. They work to ensure smooth intake surrounding all financial product transactions. The role is at the forefront of installer support and underwriting. Qualified candidates must be excellent conversational English writers, be proficient in web-browser hotkeys/shortcuts, and have a high typing speed of at least 40 words per minute. Ideal candidates enjoy consultative support, are critical problem solvers, and feel comfortable in a fast-paced working environment.

Reporting Lines

• Operations Specialist Associate (OpSpec) will report into OpSpec Team Leads
• SOPs and coaching of Associates will be provided by Team Leads and Director
• Feedback and coaching will be provided in real time, as appropriate, and in department wide meetings 2-3 times per week.

Core Working Hours: EST

• Wednes: 5PM-1AM EST
• Thursday: 5PM-1AM EST
• Friday: 5PM-1AM EST
• Saturday: 11AM-8PM EST
• Sunday: 12PM-5PM EST
• Schedule includes 1x1hr Meal break and 2x15min breaks during shift

Statement Of Work

• Installer chat support

• Monitor designated chat (intercom) queues for installer support inquiries
• Consult with installation partner personnel and sales representatives, providing thorough guidance on our processes and milestone requirements
• Inquiries may include administrative support, underwriting support, and sales support
• Execute initial chat response: 95% within 1 minute.

Milestone (NTP) documentation intake & review

• Monitor designated chats (intercom) and queues (LightReach portal) for inbound documentation submissions
• Execute underwriting review of all submissions: 95% within 5 minutes

Process Overview

• Installer chat support

• Maintain consistent presence in chat queues, monitoring for inbound SMS conversations
• Execute initial chat response (acknowledgement of inquiry): 95% within 1 minute
• Review inquiries thoroughly and provide guidance on solutions and LightReach processes in a concise manner
• Reference knowledge base articles as appropriate to educate installer personnel and help them self-guide via our knowledge base resources.
• Review any underwriting document submissions within the scope of support inquiries, and provide a timely review.

Milestone (NTP) documentation intake & review

• Within the scope of chats (intercom) and queues (LightReach portal), review any underwriting (NTP) documentation submissions
• Approve or reject submissions based on internal guidelines
• Correspond with the partner, providing status updates and guidance on next steps, as appropriate, helping to guide the installer to achieve NTP.

Hardware And Software

• H: Minimum 2x working screens. 3x preferred.
• H: USB keyboard and fast navigation mouse preferred, for faster typing and web navigation
• S: Google suite, web browser. Various LightReach portal accesses to be provided.

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