Customer Care Specialist

Description

POSITION DESCRIPTION: 

The Customer Care 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 Teaneck, NJ, 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.
• 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

• Bachelor’s degree in business or other related field with a minimum of 5+ years' work experience including 3+ years of experience in customer service or customer experience roles, with a demonstrated ability to handle customer complaints and resolve issues effectively.
• Experience with process improvement and identifying opportunities for efficiency gains.
• Strong communication, problem-solving, and conflict resolution skills.
• Ability to manage multiple tasks and work independently in a fast-paced environment.
• A team-oriented approach to collaboration with both internal and external stakeholders. 

PREFERRED QUALIFICATIONS

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

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.

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.