Customer Success Specialist, Spanish Bilingual

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Manage incoming customer inquiries (calls, emails, chats) related to solar system performance, billing inquiries, and account assistance.

• Offer initial troubleshooting support and guide customers through basic steps to resolve their issues.

• Thoroughly document and update all customer interactions in the CRM system.

• Set clear expectations regarding timelines and the next steps in the process.

• Recognize cases that necessitate escalation to Tier 2 or specialized teams.

• Adhere to established Standard Operating Procedures (SOPs) for directing high-priority or technical cases.

• Collect and document all relevant information to ensure that escalations are managed effectively.

• Exhibit empathy and professionalism in every customer interaction.

• Strive for first-contact resolution whenever feasible.

• Proactively inform customers on how to monitor their solar system performance and direct them to useful resources.

• Follow all SOPs related to customer communication and data security.

• Comply with service-level agreements (SLAs) concerning response times and resolutions.

• Provide feedback to leadership regarding recurring issues, trends, or process deficiencies.

⛳️ Requirements

• At least 1 year of customer service experience (preferably in a call center or BPO environment).

• Basic knowledge of solar energy systems or eagerness to learn quickly.

• Strong verbal and written communication skills in English.

• Capability to remain calm and professional under pressure.

• Proficient in using CRM/ticketing systems (Salesforce preferred but not mandatory).

• Detail-oriented with the ability to accurately follow SOPs.

• A positive, team-oriented mindset and readiness to take on more complex responsibilities.

• Excellent written and verbal communication skills in both English and Spanish, with the ability to provide constructive feedback clearly (required).

🏝️ Benefits

• Unlimited PTO.

• Medical, dental, and vision coverage.

• Paid parental leave.

• Retirement plans.