Customer Support Coordinator

Qcells North America

Irvine (CA)

On-site

USD 60,000 - 90,000

Full time

29 hours ago

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Job summary

Q CELLS Home Energy Solutions seeks an experienced Customer Support Coordinator for our post PTO Customer Support Team in Irvine, CA. You will handle tickets, emails and calls, troubleshoot solar product questions, and own the customer experience, including escalations.

You will analyze data and coordinate with engineers to resolve issues. The role requires 4+ years of experience (or 2+ years with a BA) in solar customer service, strong communication, and Excel proficiency.

Qualifications

Minimum 4+ years of professional work experience with an Associates degree OR 2-5+ years with a Bachelor's degree including 2+ years in solar customer service.
Experience in solar customer service and renewable energy preferred.
Strong analytical and problem-solving abilities with excellent written and oral communication.
Proficiency in Excel and data analysis for system monitoring and performance data.

Responsibilities

Manage customer tickets, emails and calls promptly and professionally.
Troubleshoot questions about Q CELLS residential solar products including battery storage and smart modules.
Own the customer experience, including complex escalations.
Analyze system monitoring and performance data to inform improvements.
Become a subject matter expert on Q HOME battery system for residential use.

Skills

Solar industry experience

Attention to detail

Organizational skills

Analytical skills

Communication skills

Problem-solving

Travel up to 10%

Excel

Education

Associates degree in business/economics/communications or related field

Bachelor's degree in business/economics/communications or related field

Tools

Excel

Job description

POSITION DESCRIPTION

Q CELLS Home Energy Solutions seeks an experienced Customer Support Coordinator for our post PTO Customer Support Team. As a customer support person on this team, you will play an instrumental role in the growth of our business, particularly in customer support, technical support and customer satisfaction. The successful candidate will effectively handle case management and customer experience. The ideal candidate will be a strategic thinker with experience supporting customers in the renewable energy sector. The ideal candidate is an experienced professional with strong analytical skills, great attention to detail, with problem solving and communication skills.

Description

POSITION DESCRIPTION

This position will be based out of our office in Irvine, CA with a potential in-office schedule set at the direct manager’s discretion in accordance with the company policies and procedures. Remote work may be considered for exceptional cases.

Responsibilities

Manage customer tickets, emails and calls from customers in a prompt and professional manner.
Troubleshoot customer questions regarding Q CELLS line of residential solar products, including battery storage, smart modules, and other residential solar products.
Take ownership of customer experience, including complex customer escalations.
Analyze system monitoring and performance data
Become a subject matter expert on the Q CELLS Q.Home battery system for residential applications.
Conduct analysis of net-metering and solar buyback programs in CA, TX and FL.
Assist with commissioning of systems.
Program ESS to complex E-TOU modes and complete firmware updates.
Coordinate engineers and vendors to resolve installation problems.
Understanding of how solar systems are sold, designed and constructed.
Review operational procedures and ensure conformance to industry best practices.

Required Qualifications

Solar Industry experience (Renewable)
Associates degree preferred in business, economics, communications or other related field with a minimum of 4+ years of professional work experience OR bachelor's degree preferred in business, economics, communications or other related field with a minimum of 2-5+years of professional experience including 2+ years of experience in solar customer service.
Impeccable attention to detail.
Ability to exercise strong organizational, problem-solving and analytical skills.
Detailed, analytical thinker.
Excellent oral and written communication skills.
Excel
Process driven while finding long-term solutions.
Ability to work in a fast-paced environment.
Up to 10% of travel

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.