Q-Cells
Description
POSITION DESCRIPTION:
The Customer Service Associate will act as a primary point of contact, via phone and email, for customers affected by out-of-business or troubled solar installers. This role requires a proactive approach to problem-solving, excellent communication skills, and a deep commitment to delivering a positive customer experience—even under challenging circumstances. This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; Santa Clara, CA or Teaneck, NJ, with an in-office schedule that is set at the direct manager’s discretion in accordance with the company policies and procedures. RESPONSIBILITIES
Handle inbound and outbound customer inquiries related to solar installers who are no longer in business or are experiencing operational issues. Provide accurate, compassionate, and timely updates to customers regarding service transfers, warranty options, repair status, and financing obligations. Coordinate with internal departments such as Operations, Legal, and Risk to ensure customer concerns are resolved efficiently and compliantly. Document all customer interactions clearly in CRM systems and escalate complex cases appropriately. Help customers understand next steps, alternative solutions, and their financing responsibilities. Monitor and manage case queues to ensure service level agreements (SLAs) are consistently met. Assist in developing FAQ materials or support content to streamline customer understanding of impacted installer scenarios. Participate in ongoing training to stay updated on changes in solar financing, installer partnerships, and support policies. REQUIRED QUALIFICATIONS
Bachelor’s degree or related experience, 1+ years of experience in customer service role, preferably in fintech, energy, or a regulated industry. Experience with project management or customer service roles, solar operations, and B2B2C experience. Strong communication and interpersonal skills; ability to explain complex issues with clarity and empathy. Experience working with distressed or escalated customer situations is highly preferred. Familiarity with CRM tools (e.g., Salesforce, Zendesk) and support ticketing systems. Ability to manage time effectively and prioritize competing demands including pursue/manage multiple threads, make accurate forecasts, and hit major milestones on time. Excellent verbal and written communication skills; strong interpersonal skills requiring sensitivity and discretion; capable of analyzing data; strong attention to detail; and the ability to exercise sound judgement. Demonstrated track record of successfully working on multiple projects, possess ability to work effectively under pressure, meet strict deadlines, and complete assignments with little oversight. Advanced working skill set with Salesforce, Tableau, and MS Office (specifically Excel and PowerPoint) including advanced Excel formulas (vlookup, if statements, pivot tables). PREFERRED QUALIFICATIONS
Passion for clean energy, financial inclusion, or mission-driven work. Previous financial services and/or consumer lending experience. Experience related to consumer loan processing, underwriting and regulatory requirements. Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions.
Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services.
We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future. PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements
normally expected
to perform
regular
job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing
20% of time
Sitting
70% of time
Walking
10% of time
Strength
Pulling
up to 10 Pounds
Pushing
up to 10 Pounds
Carrying
up to 10 Pounds
Lifting
up to 10 Pounds
Dexterity
(F = Frequently, O = Occasionally, N = Never)
Typing
F
Handling
F
Reaching
F
Agility
(F = Frequently, O = Occasionally, N = Never)
Turning
F
Twisting
F
Bending
O
Crouching
O
Balancing
N
Climbing
N
Crawling
N
Kneeling
N The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications. *This target salary range is for CA positions only and should not be interpreted as an offer of compensation. You may view your privacy rights by reviewing Qcells' Privacy Policy or by contacting our HR team for a copy.
The Customer Service Associate will act as a primary point of contact, via phone and email, for customers affected by out-of-business or troubled solar installers. This role requires a proactive approach to problem-solving, excellent communication skills, and a deep commitment to delivering a positive customer experience—even under challenging circumstances. This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; Santa Clara, CA or Teaneck, NJ, with an in-office schedule that is set at the direct manager’s discretion in accordance with the company policies and procedures. RESPONSIBILITIES
Handle inbound and outbound customer inquiries related to solar installers who are no longer in business or are experiencing operational issues. Provide accurate, compassionate, and timely updates to customers regarding service transfers, warranty options, repair status, and financing obligations. Coordinate with internal departments such as Operations, Legal, and Risk to ensure customer concerns are resolved efficiently and compliantly. Document all customer interactions clearly in CRM systems and escalate complex cases appropriately. Help customers understand next steps, alternative solutions, and their financing responsibilities. Monitor and manage case queues to ensure service level agreements (SLAs) are consistently met. Assist in developing FAQ materials or support content to streamline customer understanding of impacted installer scenarios. Participate in ongoing training to stay updated on changes in solar financing, installer partnerships, and support policies. REQUIRED QUALIFICATIONS
Bachelor’s degree or related experience, 1+ years of experience in customer service role, preferably in fintech, energy, or a regulated industry. Experience with project management or customer service roles, solar operations, and B2B2C experience. Strong communication and interpersonal skills; ability to explain complex issues with clarity and empathy. Experience working with distressed or escalated customer situations is highly preferred. Familiarity with CRM tools (e.g., Salesforce, Zendesk) and support ticketing systems. Ability to manage time effectively and prioritize competing demands including pursue/manage multiple threads, make accurate forecasts, and hit major milestones on time. Excellent verbal and written communication skills; strong interpersonal skills requiring sensitivity and discretion; capable of analyzing data; strong attention to detail; and the ability to exercise sound judgement. Demonstrated track record of successfully working on multiple projects, possess ability to work effectively under pressure, meet strict deadlines, and complete assignments with little oversight. Advanced working skill set with Salesforce, Tableau, and MS Office (specifically Excel and PowerPoint) including advanced Excel formulas (vlookup, if statements, pivot tables). PREFERRED QUALIFICATIONS
Passion for clean energy, financial inclusion, or mission-driven work. Previous financial services and/or consumer lending experience. Experience related to consumer loan processing, underwriting and regulatory requirements. Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions.
Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services.
We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future. PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS:
To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements
normally expected
to perform
regular
job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation.
Mobility
Standing
20% of time
Sitting
70% of time
Walking
10% of time
Strength
Pulling
up to 10 Pounds
Pushing
up to 10 Pounds
Carrying
up to 10 Pounds
Lifting
up to 10 Pounds
Dexterity
(F = Frequently, O = Occasionally, N = Never)
Typing
F
Handling
F
Reaching
F
Agility
(F = Frequently, O = Occasionally, N = Never)
Turning
F
Twisting
F
Bending
O
Crouching
O
Balancing
N
Climbing
N
Crawling
N
Kneeling
N The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications. *This target salary range is for CA positions only and should not be interpreted as an offer of compensation. You may view your privacy rights by reviewing Qcells' Privacy Policy or by contacting our HR team for a copy.