Alternative Energy, Billing, Broadband, Call Centers, Communication Skills, Computer Skills, Cross-Functional, Customer Escalations, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer Training, Data Entry, Engineering Procurement and Construction (EPC/EPCC/EPCM), Environmental Regulations, High School Diploma, International Business, Keyboards, Maintenance Services, Multitasking, Onboarding, Online Chat, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Quality Metrics, Quality Monitoring, Rehabilitation Act, Resolve Customer Issues, Sales, Salesforce.com, Short Messaging Service (SMS), Smart Homes, Solar Power, Technical Support, Time Management, Track Customer Issues, Video Chat, Work From Home, Writing Skills
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.
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 ongoingsupport.
- 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
- Minimum: High School Diploma or GED
- 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
- Total comfort in contact center environment with continuous quality and productivity monitoring
- Reliable, high-speed Internet access
- Quiet work environment, free of distractions or background noise
- Availability to work Monday through Friday, 8am to 5pm
Preferred Qualifications:
- Experience with Salesforce or other CRM tools
- Background in solar energy, homebuilding, or smart home technology a plus
- Previous experience in a call center or technical support environment desired
- Experience working remotely
Preferred Qualifications:
- Experience with Salesforce or other CRM tools
- Background in solar energy, homebuilding, or smart home technology a plus
- Previous experience in a call center or technical support environment desired
- Experience working remotely
Additional Skills & Competencies:
- Ability to clearly explain technical concepts to non-technical customers
- Strong multitasking skills — comfortable handling phone calls, emails, and CRM updates simultaneously
- Excellent time management and organizational abilities
- Strong problem-solving mindset with a proactive, solution-oriented approach
- Ability to work independently and within a remote team structure
- Comfortable with high-volume customer engagement across multiple channels
- Positive, customer-first attitude
- Agreement to continuously meet performance expectations, be open to feedback, and work reliably and consistently as scheduled
Physical & Work Requirements:
- Ongoing use of a computer, telephone, and keyboard
- 100% of calls will be recorded and measured for quality
- Must be able to sit for extended periods while making and receiving calls
- This is a remote position — candidates must maintain a quiet, professional home workspace
Benefits & Compensation:
- Competitive base salary with performance-based bonuses
- Comprehensive health benefits (medical, dental, vision)
- Paid time off, including holidays and parental leave
- Employee wellness perks and discounts
- Opportunities for professional growth in a fast-growing clean energy company
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) | | | | | | | | | | |
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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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