Customer Service Specialist, Remediation

Description

POSITION DESCRIPTION :

The Customer Service Specialist will act as a primary point of contact, via phone and email, for customers affected by out-of-business or troubled solar installers. This role requires a proactive approach to problem-solving, excellent communication skills, and a deep commitment to delivering a positive customer experience—even under challenging circumstances.

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

RESPONSIBILITIES

• Customer Case Management
• Serve as the main point of contact for orphaned solar customers whose original installer is no longer in operation or installer is unresponsive.
• Identify customer issues (system performance, warranty coverage, ownership transfer, billing confusion, etc.) and coordinate resolution pathways.
• Maintain accurate records of each case in CRM, ensuring transparency and continuity.
• Technical Coordination
• Liaise with internal technical teams, service partners, or third-party installers to assess and resolve system issues.
• Review inverter data, production reports, or monitoring system alerts to triage performance problems.
• Schedule inspections, repairs, or service calls when required.
• Communication & Education
• Clearly communicate next steps, expectations, and resolution timelines to customers.
• Educate customers on ownership responsibilities, warranty limitations, and options for continued service.
• Maintain a professional and empathetic tone while managing potentially frustrated or confused customers.
• Cross-Functional Collaboration
• Work with legal, operations, and risk teams to verify system ownership, warranty eligibility, or lien / contract status.
• Partner with finance or billing to clarify outstanding balances or payment transfers.
• Collaborate with partner network & case owner to find suitable replacement service providers.
• Process Improvement
• Identify patterns in orphaned customer issues and propose process or policy improvements.
• Support development of FAQs, knowledge base articles, or internal workflows for orphaned account handling.
• Assist in reporting KPIs (response time, resolution time, customer satisfaction).

REQUIRED QUALIFICATIONS

PREFERRED QUALIFICATIONS

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

Handling

Reaching

Agility   (F = Frequently, O = Occasionally, N = Never)

Turning

Twisting

Bending

Crouching

Balancing

Climbing

Crawling

Kneeling

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.

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