Customer Service Associate, Remediation

Description

POSITION DESCRIPTION :

The Customer Service Associate 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, with an in-office schedule that is set at the direct manager’s discretion in accordance with the company policies and procedures.

RESPONSIBILITIES

• Handle inbound and outbound customer inquiries related to solar installers who are no longer in business or are experiencing operational issues.
• Provide accurate, compassionate, and timely updates to customers regarding service transfers, warranty options, repair status, and financing obligations.
• Coordinate with internal departments such as Operations, Legal, and Risk to ensure customer concerns are resolved efficiently and compliantly.
• Document all customer interactions clearly in CRM systems and escalate complex cases appropriately.
• Help customers understand next steps, alternative solutions, and their financing responsibilities.
• Monitor and manage case queues to ensure service level agreements (SLAs) are consistently met.
• Assist in developing FAQ materials or support content to streamline customer understanding of impacted installer scenarios.
• Participate in ongoing training to stay updated on changes in solar financing, installer partnerships, and support policies.

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  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.

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