Customer Service Specialist, Northeast

POSITION

DESCRIPTION:

Join the Market Leader in Solar and Battery Technology and Be the voice of Excellence in Renewable Energy Solutions!

The Customer Service Specialist will be the first point of contact for potential customers, solar/battery installers and the consumers. The goal of this position is to ensure he/she will support customers, via phone and online, with inquiries including providing product information or technical support, handling warranty questions for timely resolutions while maintaining excellent standards of service. Depending on the type of customer and inquiries, the Customer Service Specialist will also be required to triage and coordinate follow-ups with internal teams.

LOCATION: Open to candidates who reside in the Northeast Region, preferably in New Jersey, New York and Rhode Island.

• Customer Assistance:
  Provide information to customers regarding existing solutions and knowing when to escalate. Handle inbound calls, emails, and live chat inquiries from customers regarding solar product issues or concerns.

• Troubleshooting:
  Provide basic technical support and troubleshooting for common solar system issues, guiding customers through problem-solving steps.

• Case Management:
  Open, manage, and track customer service tickets, ensuring timely resolutions and follow-ups.

• Escalation:
  Identify when issues need to be escalated to technical specialists or on-site service teams and ensure smooth handovers.

• Documentation:
  Maintain accurate records of customer interactions, troubleshooting steps, and issue resolutions in our CRM system.

• Collaboration:
  
  Work closely with the technical, sales, and service teams to resolve customer issues and improve the overall support experience.

• Customer
  
  Education:
  
  Provide guidance on proper system usage and maintenance to minimize repeat issues.

• Education:
  
  Associate degree in the following or similar;
  Technical, Computer Science, Information Technology, Engineering, Business, Education, Statistics, Technology Management, or Mathematics or equivalent experience.

• Experience:

  • 1+ years in the solar industry, with an understanding of solar products, systems, and common issues customers may face.
  • 2-5 years of experience in customer support or a related role, preferably in the technical or energy sector.

• Technical Knowledge:
  Basic understanding of solar energy systems (PV and BES) and ability to communicate technical concepts to non-technical customers.

• Communication
  
  Skills:
  
  Excellent verbal and written communication skills; able to explain complex information clearly and concisely.

• Problem-Solving:
  Strong troubleshooting abilities and a solution-oriented mindset.

• CRM Proficiency:
  Experience with customer support software (e.g., Salesforce, Zendesk) d ticketing systems.

• Adaptability:
  Ability to handle a fast-paced, high-volume environment with shifting priorities.

• Teamwork:
  Collaborative spirit, with a willingness to work closely with various teams to ensure seamless customer experience.

• Attention to Detail:
  Strong organizational skills and ability to document issues and resolutions meticulously.

• Travel: up to 10% for training or onsite team meetings.

• Experience with Salesforce Service a plus.

• Bilingual in English and Spanish a plus.

In accordance with applicable pay transparency laws, the anticipated annual base salary for this position is:

• Zone 1 (Bay Area, NYC): $78,500 - $94,200

• Zone 2 (CA, NJ, NY): $71,900 - $86,400

• Zone 3 (All Others): $65,400 - $78,500

The applicable salary range is based on the employee’s primary work location. Individual compensation will be determined based on qualifications, relevant experience, education, skills, internal equity, and other business-related factors.

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…