Solar Customer Advisor

Description

POSITION DESCRIPTION:

The New Homes Solar Customer Advisor serves as the primary point of contact for homeowners participating in Qcells' New Homes Program. This role is responsible for guiding new homeowners via phone, email, SMS/text, chat, and potential video interactions throughout the onboarding process through system activation, handling post-installation questions, and ensuring a seamless onboarding experience while maintaining high standards of service excellence that builds satisfaction and long-term trust. This is not a sales position, but also not just a traditional customer service role. New Home Solar Customer Advisors are expected to demonstrate extreme professionalism and outstanding communication skills, calmly overcoming objections and homeowner concerns and frustrations. This position will be based remote.

RESPONSIBILITIES

- Serve as the main point of contact for homeowners throughout the onboarding and activation process.

- Educate customers on how to use, monitor, and maximize their solar systems.

- Proactively address questions related to system activation, billing, system performance, and ongoing support.

- Track system activation status and coordinate with internal teams to resolve service delays.

- Manage and monitor customer issues, escalating when needed to ensure customer satisfaction with timely resolution.

- Accurately document all customer interactions, updates, and service requests in the CRM system.

- Perform timely and accurate data entry to onboard and maintain up-to-date customer records and system statuses.

- Collaborate cross-functionally with other departments to resolve customer issues.

- Identify recurring customer concerns and provide feedback to improve processes and activation timelines.

REQUIRED QUALIFICATIONS

- Associate’s degree with 4+ years of professional work experience or bachelor's degree in business or other related field with a minimum of 2+ years of professional work experience.

- Strong computer skills, including data entry, email, and navigating CRM platforms

- Excellent written and verbal communication skills

- Customer service experience or related client-facing role

- Ability to work independently with minimal supervision

- Strong multitasking skills — comfortable handling phone calls, emails, and CRM updates simultaneously.

- Comfortable with high-volume customer engagement across multiple channels with a focus on continuous quality and productivity monitoring.

- Excellent time management and organizational abilities

- Strong problem-solving mindset with a proactive, solution-oriented approach

PREFERRED QUALIFICATIONS

- Experience with Salesforce or other CRM tools.

- Background in solar energy, homebuilding, or smart home technology.

- Previous experience in a call center or technical support environment.

- Experience with Salesforce or other CRM tools.

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=

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

Never)

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.

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