Customer Service Specialist, Remediation
Qcells North America
Primary point of contact for orphaned solar customers, managing cases and solutions.
12 days ago ago
Intermediate (4-7 years)
Full Time
Teaneck, NJ
Office Full-Time
Company Size
400 Employees
Service Specialisms
Solar Energy Solutions
Energy Storage Systems
Project Development
Renewable Energy Engineering
Energy Solutions Consulting
Sector Specialisms
Residential
Commercial
Government
Solar
Energy
Energy Storage Systems
Power Plants
Energy Retail
Role
What you would be doing
- Collaborate with partner network & case owner to find suitable replacement service providers.
- Work with legal, operations, and risk teams to verify system ownership, warranty eligibility, or lien/contract status.
- Maintain accurate records of each case in CRM, ensuring transparency and continuity.
- Schedule inspections, repairs, or service calls when required.
- Serve as the main point of contact for orphaned solar customers whose original installer is no longer in operation or installer is unresponsive.
- Clearly communicate next steps, expectations, and resolution timelines to customers.
- Liaise with internal technical teams, service partners, or third-party installers to assess and resolve system issues.
- Educate customers on ownership responsibilities, warranty limitations, and options for continued service.
- Identify customer issues (system performance, warranty coverage, ownership transfer, billing confusion, etc.) and coordinate resolution pathways.
- Identify patterns in orphaned customer issues and propose process or policy improvements.
- Review inverter data, production reports, or monitoring system alerts to triage performance problems.
- Support development of FAQs, knowledge base articles, or internal workflows for orphaned account handling.
- Maintain a professional and empathetic tone while managing potentially frustrated or confused customers.
- Assist in reporting KPIs (response time, resolution time, customer satisfaction).
- Partner with finance or billing to clarify outstanding balances or payment transfers.
What you bring
- Experience with project management or customer service roles, solar operations, and B2B2C experience.
- Experience handling escalated or sensitive customer situations as well as having a problem-solving mindset when resolving concerns.
- Advanced working skill set with Salesforce, Tableau, and MS Office (specifically Excel and PowerPoint) including advanced Excel formulas (vlookup, if statements, pivot tables).
- Working knowledge of CRM tools (e.g., Salesforce, HubSpot, Zendesk) and supporting ticketing systems.
- Excellent verbal and written communication skills; strong interpersonal skills requiring sensitivity and discretion; strong attention to detail; and the ability to exercise sound judgement.
- Strong communication and interpersonal skills; ability to explain complex issues with clarity and empathy.
- Bilingual proficiency (e.g., English/Spanish) a plus.
- Ability to manage time effectively and prioritize competing demands including pursuing/managing multiple threads, making accurate forecasts, and hitting major milestones on time.
- Experience working with distressed or escalated customer situations is highly preferred.
- Experience supporting customers post-installation in solar or home energy industries.
- Familiarity with solar energy systems, monitoring platforms, and installation processes.
- Understanding manufacturer and installer warranty structures.
- Bachelor’s degree in business administration or other related field with a minimum of 5+ years of professional work experience OR an associate's degree with a minimum of 8+ years of professional experience. Including 4+ years of experience working in customer service or account management roles in solar, utilities, or energy sectors.
- Basic technical literacy in solar systems (inverters, monitoring, and warranties).
- Demonstrated track record of successfully working on multiple projects, possess the ability to work effectively under pressure, meet strict deadlines, and complete assignments with little oversight.
- This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
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Interview process
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Company
Overview
$2.5 billion investment
U.S. Solar Supply Chain Investment
A significant investment in building a fully integrated U.S. solar supply chain, from ingots to modules.
8.4 GW annual capacity
Georgia Plants Capacity
The Georgia plants (Dalton and Cartersville) deliver 8.4 GW of solar production capacity annually.
12 GW solar-plus-EPC deal
Landmark Microsoft Deal
A major 8-year deal with Microsoft underscores the company's market trust and scale.
30,000 panels/day
Dalton Production Rate
The Dalton site is the largest solar-module factory in the Western Hemisphere, producing tens of thousands of panels daily.
- Pioneers solar and storage innovation from U.S. factories, born in South Korea and on a mission in North America.
- Projects range from utility-scale EPC builds to residential panel installations and energy-storage systems.
- As a leader in solar tech, it pilots cutting-edge manufacturing techniques to reduce costs and improve efficiency.
- Blends global R&D roots in Germany and Korea with bold U.S. industrial expansion and market leadership.
35% Emission Reduction
GHG Emission Target
Committed to reducing Scope 1 and 2 greenhouse gas emissions by 35% by 2030, aiming for net zero by 2050.
25% Carbon Intensity
Certified Product Impact
U.S.-assembled panels are certified to be at least 25% less carbon-intensive than non-certified products.
>95% Material Recycling
Solar Panel Recycling
Partnership with SOLARCYCLE ensures over 95% of panel materials like aluminum, silver, and glass are recycled.
A Climate Score
CDP Recognition
Received top-tier 'A' climate score in 2023 from CDP for comprehensive climate reporting.
- Committed to net zero emissions by 2050 using a 2018 baseline.
- Generated significant on-site solar energy at Dalton facility.
- Reducing emissions per module despite increased production.
- Achieved EPEAT registration for solar products with lower embodied carbon.
- Dalton and Cartersville facilities expected to reach high capacity and COâ‚‚ avoidance.
316% growth
Membership Surge
The employee-led 'Clean Energy Crew' saw a significant increase in membership since its 2023 launch, demonstrating strong engagement and influence on workplace initiatives.
- Champion-level partner to Women in Renewable Industries and Sustainable Energy (WRISE)
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