Service Coordinator ll

Company Description Palmetto is a leading clean tech company on a mission to accelerate the transition to a clean energy future. With a belief that consumers can have it all, we are an uncompromising energy company that makes coming clean a no brainer. Our award-winning technology platform empowers homeowners, businesses, and entrepreneurs to adopt renewable energy through simple, scalable, and innovative solutions. Operating at the intersection of B2B and D2C, we offer software, financial products, and services that drive real environmental impact—without compromising value. We deliver end-to-end solutions for whole home electrification that put clean energy within reach for all. Our employees are our most valuable resource. We foster a promote-from-within culture that prioritizes talent development, career growth, and purpose-driven work. Palmetto offers a comprehensive benefits package—including unlimited PTO, medical, dental, and vision coverage, paid parental leave, retirement plans, and more—so you can have it all both personally and professionally. Palmetto prioritizes people, planet, and profit—backed by a culture that values collaboration, impact, and balance. Join us in building a brighter, cleaner world. Department Description Service Operations is a core function within Palmetto’s Service and Asset Management organization, responsible for post-PTO service and maintenance across the residential solar asset lifecycle. The team ensures system performance, reliability, and customer satisfaction by managing service requests from intake through resolution. This includes remote troubleshooting, site visit coordination, and field execution through both in-house technicians and a national network of service partners. Service Operations plays a critical role in protecting asset performance and optimizing the cost of service at scale. Our focus is to resolve issues quickly, efficiently, and with high quality—balancing speed, cost, and customer satisfaction while supporting the long-term performance of the assets we manage. Location This position will be based remotely in the Philippines. Reporting This position will report to the Service Operations Team Lead. Summary of Role The Service Coordinator ll is responsible for managing post-PTO service requests that require site visits, owning the process from intake through scheduling and execution readiness. This role serves as the central point of coordination between customers, service partners, and internal teams, ensuring timely resolution, accurate scoping, and efficient resource allocation. Coordinators are accountable for driving service requests through the pipeline while balancing speed, cost, and customer experience. Strategic & Tactical Own the lifecycle of service requests requiring site visits, from intake through scheduling and readiness for execution. Triage incoming cases from Technical Support and determine next steps, including validation of scope and service needs. Define and validate scopes of work for internal Field Service Technicians and external service partners, ensuring clarity and completeness prior to dispatch. Select appropriate service resources based on scope, location, cost, and partner performance, optimizing for both efficiency and quality. Manage service queues and case pipelines within Salesforce, maintaining data accuracy and ensuring all requests progress within defined timelines. Maintain proactive communication with customers regarding scheduling, delays, and next steps, ensuring a high-quality service experience. Review and approve partner quotes and invoices, ensuring alignment with scope of work and cost expectations. Monitor job progress and follow up on open or delayed work orders, escalating risks to timelines, quality, or customer satisfaction as needed. Collaborate with Field Service, Supply Chain, Engineering, and other internal teams to resolve blockers and ensure successful job execution. Support partner performance management by providing feedback, identifying recurring issues, and contributing to partner reviews. Conduct root cause analysis on service issues and recurring failures, documenting insights and contributing to process improvements. Identify workflow inefficiencies and suggest improvements to processes, tools, and coordination practices. Qualifications BS/BA is preferred. 2+ years of experience in a service coordination, operations, or customer support role in a high-volume environment. Strong organizational and time management skills, with the ability to manage multiple service requests simultaneously. Ability to make decisions under ambiguity, balancing speed, cost, and customer impact. Customer-first mindset with strong communication skills, both written and verbal. Experience working with CRM or service management platforms (Salesforce preferred). Attention to detail, particularly in scope validation, scheduling accuracy, and cost control. Ability to work cross-functionally and manage multiple stakeholders, including external service partners. Proactive, resourceful, and comfortable operating in a fast-paced, evolving environment. Experience in residential solar, construction, or field service operations is preferred. Familiarity with service partner networks and contractor-based service models is preferred. Spanish proficiency is a plus. Success Defined Success in this role is measured by the ability to efficiently move service requests through the coordination pipeline while ensuring high-quality decision-making, cost control, and strong customer communication. Pipeline Throughput & SLA Adherence Consistently progress service requests from intake through service readiness within defined SLAs, minimizing backlog and avoiding unnecessary delays or rework. Scope Accuracy & Cost Control Demonstrate high accuracy in scope definition and service resource selection, resulting in minimal scope changes, low rework rates, and optimized cost per service event. Customer Experience Maintain clear, proactive communication with customers throughout the service process, contributing to strong customer satisfaction and reduced inbound escalations. Employment is contingent upon the successful completion of a background check. 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