Customer Service Specialist - Northeast

Customer Service Specialist - Northeast

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 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 high standards of service excellence. Depending on the type of the 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.

Responsibilities:

• 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.
• Performance Metrics: Meet or exceed performance targets related to customer satisfaction, response times, and ticket resolution.

Required Qualifications:

• 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 a 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) and 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 a 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.

Preferred Qualifications:

• Experience with Salesforce Service a plus.
• Bilingual in English and Spanish 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 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

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.