Customer Care Specialist: Elevate Experience

Qcells North America; San Francisco (CA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

HQCA is seeking a dedicated Customer Care Specialist to field calls, resolve complaints, and coordinate with vendors and internal teams to ensure timely resolutions.

Based in California, this role offers hybrid work between Irvine/SF/Santa Clara offices with potential remote arrangements for exceptional cases; you will own the customer experience from start to finish and identify process improvements.

Qualifications

• 3+ years of experience in customer service, customer success, or customer experience.
• Demonstrated ability to identify process improvements, streamline workflows, and drive operational efficiencies.
• Excellent verbal and written communication skills, with strong problem-solving, decision-making, and conflict resolution capabilities.
• Highly organized and self-motivated, with the ability to prioritize competing responsibilities and thrive in a fast-paced environment.
• Collaborative team player with experience building effective relationships and partnering with internal teams, customers, and external stakeholders.

Responsibilities

• Field customer calls and complaints, providing prompt and effective resolutions.
• Collaborate with vendors and internal teams to drive timely resolutions for customers, ensuring a seamless experience.
• Handle complex and sensitive customer issues
• Ability to think critically and make sound decisions
• Own the customer experience from start to finish
• Ability to escape issues when necessary
• Manage workload and prioritize tasks
• Responsible for identifying and resolving customer issues
• Identify process gaps and areas for improvement based on customer feedback and experience working with the team.
• Work closely with the Manager to implement process improvements that benefit the customer and the business.
• Maintain detailed records of customer interactions and track the status of customer issues to ensure follow-up and closure.
• Continuously provide feedback to help improve overall customer service strategies and initiatives.

Skills

Customer service

Process improvement

Communication

Prioritization

Collaboration

Job description

HQCA is seeking a dedicated Customer Care Specialist to field calls, resolve complaints, and coordinate with vendors and internal teams to ensure timely resolutions.

Based in California, this role offers hybrid work between Irvine/SF/Santa Clara offices with potential remote arrangements for exceptional cases; you will own the customer experience from start to finish and identify process improvements.