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Complaint Escalation Specialist
Qcells North America
Handle escalated customer complaints on financial agreements, ensuring fair resolution.
8d ago
Intermediate (4-7 years)
Full Time
Irvine, CA
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
customer outreach
record keeping
trend reporting
compliance collaboration
complaint investigation
customer communication
- Perform outreach to customers through email, phone, and text messaging to facilitate contact.
- Maintain accurate records of all escalations and resolutions in accordance with company standards.
- Track and report complaint trends to support process improvements and risk mitigation efforts.
- Collaborate with compliance, legal, and risk teams to ensure resolutions align with regulatory requirements and company policies.
- Investigate complaints thoroughly, ensuring all relevant information is documented and reviewed.
- Facilitate clear, empathetic communication with customers to guide issues toward fair and timely resolution.
- Serve as the primary point of contact for customers with escalated concerns regarding their financial agreements.
What you bring
salesforce
telephony
microsoft office
spanish
bachelor's
solar
- Familiarity with regulatory requirements and compliance standards related to lending, specifically loans and/or third-party owned assets.
- Proficiency with case management systems (e.g., Salesforce), telephony platforms, and Microsoft Office Suite.
- Spanish speaking
- Strong communication, negotiation, and problem-solving abilities with a customer-first mindset.
- Bachelor’s degree or related experience, 5+ years of professional work experience including 4+ years in customer service, dispute resolution, or complaints management, preferably with consumer financial services.
- Excellent communication skills, both written and verbal.
- Proven ability to work cross functionally with compliance, installer risk, and legal teams.
- Solar industry experience (Renewable)
- This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
Information not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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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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