QSS Customer Support Specialist

Qcells North America; Santa Clara (CA); On-site; USD 79,000 - 94,000; Full time

Job summary

Qcells North America is seeking a Customer Support Specialist to field calls and resolve complaints, working with vendors and internal teams to ensure timely resolutions and a seamless customer experience.

The role will identify process gaps and partner with management to implement improvements across the business. The ideal candidate has strong customer service skills and a knack for improving the overall customer experience, reporting to the Manager, Customer Care or designee.

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
• Think critically and make sound decisions
• Own the customer experience from start to finish
• Elevate issues when necessary
• Manage workload and prioritize tasks
• Identify and resolve 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 skills

Problem solving

Decision making

Time management

Team collaboration

Job description

POSITION DESCRIPTION

The QSSCustomer Support Specialist will be responsible for fielding customer calls and resolving complaints, working with both vendors and internal stakeholders to ensure customer issues are addressed in a timely and efficient manner. This role will also be involved in identifying process gaps and working with the management team to implement improvements across the business. The ideal candidate will have strong customer service skills, a knack for process improvement, and a desire to enhance the overall customer experience. The role will report to the Manager, Customer Care or another management personnel that the President of the Company may designate.

Description

The QSSCustomer Support Specialist will be responsible for fielding customer calls and resolving complaints, working with both vendors and internal stakeholders to ensure customer issues are addressed in a timely and efficient manner. This role will also be involved in identifying process gaps and working with the management team to implement improvements across the business. The ideal candidate will have strong customer service skills, a knack for process improvement, and a desire to enhance the overall customer experience. The role will report to the Manager, Customer Care or another management personnel that the President of the Company may designate.

This position will be based out of one of our offices in Irvine, CA; San Francisco, CA; or Santa Clara, 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

• 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 elevate 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.

Required Qualifications

• 3+ years of experience in customer service, customer success, or customer experience, with a proven track record of resolving customer concerns and delivering positive outcomes.
• 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.

Preferred Qualifications

• Solar Industry experience (Renewable)
• TPO and/or Loan business models
• Spanish fluency

Compensation

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

• Zone 1 (SF / Santa Clara): $78,500 - $94,200
• Zone 2 (Irvine, CA): $72,400 - $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 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.

• This target salary range is for CA positions only and should not be interpreted as an offer of compensation.

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