Customer Service Specialist, Remediation Job at Qcells North America in San Fran

Customer Service Specialist, Remediation

Join to apply for the Customer Service Specialist, Remediation role at Qcells North America.

Base pay range: $75,000.00/yr - $95,000.00/yr.

Responsibilities

• Customer Case Management
  • Serve as the main point of contact for orphaned solar customers whose original installer is no longer in operation or is unresponsive.
  • Identify customer issues (system performance, warranty coverage, ownership transfer, billing confusion, etc.) and coordinate resolution pathways.
  • Maintain accurate records of each case in CRM, ensuring transparency and continuity.
• Technical Coordination
  • Liaise with internal technical teams, service partners, or third‑party installers to assess and resolve system issues.
  • Review inverter data, production reports, or monitoring system alerts to triage performance problems.
  • Schedule inspections, repairs, or service calls when required.
• Communication & Education
  • Clearly communicate next steps, expectations, and resolution timelines to customers.
  • Educate customers on ownership responsibilities, warranty limitations, and options for continued service.
  • Maintain a professional and empathetic tone while managing potentially frustrated or confused customers.
• Cross‑Functional Collaboration
  • Work with legal, operations, and risk teams to verify system ownership, warranty eligibility, or lien/contract status.
  • Partner with finance or billing to clarify outstanding balances or payment transfers.
  • Collaborate with partner network & case owner to find suitable replacement service providers.
• Process Improvement
  • Identify patterns in orphaned customer issues and propose process or policy improvements.
  • Support development of FAQs, knowledge base articles, or internal workflows for orphaned account handling.
  • Assist in reporting KPIs (response time, resolution time, customer satisfaction).

Required Qualifications

• Bachelor’s degree in business administration or related field with a minimum of 5+ years of professional work experience, or an associate’s degree with a minimum of 8+ years of professional experience. Must include 4+ years of experience in customer service or account management roles within the solar, utilities, or energy sectors.
• Experience handling escalated or sensitive customer situations and a problem‑solving mindset when resolving concerns.
• Basic technical literacy in solar systems (inverters, monitoring, and warranties).
• Experience with project management or customer service roles, solar operations, and B2B2C experience.
• Familiarity with solar energy systems, monitoring platforms, and installation processes.
• Strong communication and interpersonal skills; ability to explain complex issues with clarity and empathy.
• Working knowledge of CRM tools (e.g., Salesforce, HubSpot, Zendesk) and supporting ticketing systems.
• Ability to manage time effectively and prioritize competing demands.
• Excellent verbal and written communication skills; strong interpersonal skills requiring sensitivity and discretion; strong attention to detail; and the ability to exercise sound judgement.
• Demonstrated track record of successfully working on multiple projects, working effectively under pressure, meeting strict deadlines, and completing 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

• Experience supporting customers post‑installation in solar or home energy industries.
• Experience working with distressed or escalated customer situations.
• Understanding manufacturer and installer warranty structures.
• Bilingual proficiency (e.g., English/Spanish) is a plus.

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 is rapidly expanding its business in North America with distributed energy solutions, direct‑to‑homeowner solar sales and financing, and EPC services. This role offers the opportunity to be part of a world‑class global business in the future of energy.

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. Incumbent must be able to perform all job duties 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
  • Typing – Frequent
  • Handling – Frequent
  • Reaching – Frequent
• Agility
  • Turning – Frequent
  • Twisting – Frequent
  • Bending – Occasional
  • Crouching – Occasional
  • Balancing – Never
  • Climbing – Never
  • Crawling – Never
  • Kneeling – Never