Customer Advocate Agent
Position Overview
Q CELLS Home Energy Solutions seeks experienced customer professionals to assist customers through their solar installation process for the Home Energy System division. Major responsibilities include navigating customers through their solar installation process with our partners, while providing best in class customer communication. This individual will be accountable for driving engagement, education, and expectation-management with our customers. This position will be based in Qcells North American headquarters in Irvine, CA, or in the Salt Lake City, UT satellite office, although remote options may also be available.
Responsibilities
- Maintain a positive, empathetic, professional attitude towards customers at all times
- Communicate with customer and partners through various channels
- Entering customer data between the partner system and the customer’s account
- Keeping records of customer interactions, comments, and complaints
- Ensure customer satisfaction
- Interacting with and handling customer queries & complaints in a timely manner
- Assist in reducing customer cycle times where able
- Take a high volume of requests from customers, business partners, leadership and inter-departmental peers
Required Qualifications
- Strong phone handling skills and active listening
- Strong customer facing and communication skills
- Organized with attention to detail
- Ability to multitask, prioritize and manage time effectively
- Proven customer support experience and obsession
- Demonstrated ability to thrive in a high-growth environment
Preferred Qualifications
- 2+ years of experience in customer service and support
- 1+ years of customer success or Account Management experience
- Solar experience is a big plus!
Physical, Mental, & Physical 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
Agility (F = Frequently, O = Occasionally, N = Never)
Turning: F
Twisting: F
Bending: O
Crouching: O
Balancing: N
Climbing: N
Crawling: N
Kneeling: N
Dexterity (F = Frequently, O = Occasionally, N = Never)
Typing: F
Handling: F
Reaching: F