Palmetto Clean Technology

• 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.

• Own the strategic direction of the device data and performance platform • Define how Palmetto connects with hardware manufacturers through integration partnerships • Shape data models for performance monitoring and alerting • Build workflows for field service and asset management teams • Collaborate across Asset Management, Field Service, Operations, Customer Support, Finance, and Engineering • Drive alerting logic and performance insights • Ensure monitoring coverage with new asset types • Own product strategy, OKRs, roadmap, and quarterly planning • Encourage AI use for discovery and learning • Manage stakeholder expectations with clear communication

• The Quality Program Manager, Comfort is responsible for building and scaling the quality assurance framework that supports Palmetto’s expansion across multiple residential energy technologies—including HVAC, geothermal, water heaters, and generators. • This role owns the standards, training, and review processes that ensure high-quality, code-compliant installations by Certified Contractors across all Comfort product lines. • Lead the QC Technician team, oversee daily milestone review throughput, and partner cross-functionally to optimize processes, reduce friction, and ensure volume and SLA goals are achieved. • Develop and maintain quality standards, documentation, and contractor approval requirements for HVAC, geothermal, water heater, and generator installations. • Establish performance benchmarks and feedback loops to reduce project rejections while maintaining system quality standards. • Conduct onboarding calls with new contractors and support ongoing training and pipeline reviews across all Comfort products.

• Responsible for building and scaling the quality assurance framework for HVAC, geothermal, water heaters, and generators. • Owns the standards, training, and review processes for high-quality installations by Certified Contractors across all Comfort product lines. • Lead the QC Technician team, oversee daily milestone review throughput, and optimize processes to ensure goals are achieved. • Develop and maintain quality standards, documentation, and contractor approval requirements for various installations. • Collaborate with product development and after-market services teams to create warranty programs. • Establish performance benchmarks to reduce project rejections while maintaining system quality standards. • Conduct onboarding calls with new contractors and develop tailored training solutions as needed.

• Serve as the primary point of contact for escalated customer issues, managing the escalation process from initiation to resolution • Quickly assess the nature and severity of escalations, prioritize cases, and develop action plans to address them • Work directly with customers to understand their concerns, provide timely updates, and ensure their issues are resolved satisfactorily • Collaborate with internal teams, including customer support, product and business groups, sales, and legal, to gather information and resources needed to resolve escalations • Facilitate meetings and discussions with relevant stakeholders to expedite resolution of escalated issues • Advocate for customer needs and ensure that their feedback is communicated to the appropriate teams for further action • Identify root causes of recurring escalations and work with cross-functional teams and the VOC program to implement corrective actions and process improvements • Develop and maintain escalation management procedures and best practices • Track and analyze escalation metrics to identify trends and opportunities for improvement • Ensure that escalations are handled in a manner that reinforces customer trust and loyalty • Provide recommendations to improve overall customer experience based on insights gained from handling escalations • Partner with the Voice of the Customer (VoC) program manager to integrate customer feedback into broader customer experience initiatives

• Handle inbound customer contacts (calls, emails, chats) regarding solar system performance, billing questions, and account support • Provide first-level troubleshooting and walk customers through basic steps to resolve issues • Accurately log and update all customer interactions in the CRM system • Set clear expectations on timelines and next steps • Identify cases that require escalation to Tier 2 or specialized teams • Follow established SOPs for routing high-priority or technical cases • Gather and document all relevant details to ensure escalations are handled efficiently • Demonstrate empathy and professionalism in every interaction • Aim for first-contact resolution whenever possible • Proactively educate customers on how to monitor their solar system performance and where to find helpful resources • Follow all SOPs for customer communication and data security • Adhere to service-level agreements (SLAs) for response times and resolution • Provide feedback to leadership on recurring issues, trends, or process gaps

• Supervise and mentor a team of 7- 15 agents, ensuring high engagement and performance. • Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery. • Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction. • Review call recordings, emails, and chat interactions to provide constructive feedback. • Develop action plans to improve agent performance and customer interactions. • Collaborate with workforce management to optimize staffing and scheduling. • Escalate operational risks or service disruptions and implement mitigation strategies. • Identify trends in customer feedback, complaints, and escalations to improve service processes. • Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement. • Champion a proactive service model, ensuring customers receive best-in-class support. • Work with the Call Center Customer Experience Manager to align team goals with business objectives. • Partner with other departments (e.g., FinOps, Escalations, Sales) to resolve complex issues efficiently. • Contribute to process enhancements and the development of service-level strategies.

• Conduct regular quality audits of customer interactions (calls, emails, chats) • Score interactions using established QA scorecards and SOPs • Ensure compliance with internal processes and regulatory requirements • Identify critical errors, knowledge gaps, and behavioral trends • Deliver clear, actionable, and prioritized feedback to supervisors • Partner with supervisors to ensure feedback is understood and coached effectively • Identify recurring issues and systemic gaps impacting customer experience • Maintain accurate QA documentation and audit records

• Own monthly and quarterly reporting across Palmetto's capital markets funding structures, including tax equity funds, ABS issuances, and warehouse facilities • Download, manage, and analyze large datasets to support fund reporting and investor requirements • Build and maintain reporting templates for new and existing funding structures, partnering with technology teams to drive automation over time • Develop a deep understanding of Palmetto's business, including how solar loan origination, customer relationships, and financing products connect to capital markets activity • Support FP&A, treasury, and cash forecasting activities as they relate to Palmetto Finance • Liaise with Corporate Finance, Treasury, Asset Management, and Accounting to ensure transparency and alignment on all things Palmetto Finance • Identify opportunities to improve reporting workflows, data processes, and cross-functional efficiency • Build and maintain strong working relationships with internal teams including Data Analytics, Operations, and Technology

• Focus on developing and executing Excel financial models to support Tax Equity and Debt capital funding • Lead the execution of tax equity, debt, and equity funding processes with external stakeholders • Responsible for reporting associated with Palmetto Finance to key financial stakeholders, while partnering with technology teams to ensure automation on reports • Utilizes skills to enhance existing processes and workflows for more efficiency, partnering closely with other teams e.g. Data Analytics, Operations, etc • Liaisons with Corporate Finance, Treasury, Asset Management, and Accounting to ensure partnership and transparency on all things Palmetto Finance • Builds and maintains strong relationships with key banks and other key external partners • Is highly attuned to customer needs and requirements, and can anticipate their needs, and provide tailored solutions to meet their objectives