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Do you want to change the world? We do, too.The energy market is roughly $4 trillion globally, and solar penetration is less than 1%. But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 7,000 in North America, Europe, Africa, Asia and Australia. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:Overall PurposeCultivate a solution-driven culture which advocates positive end-customer experience through demonstrating ownership & providing win-win solutions for customers while protecting SunPower’s business interest. The role is responsible in; (1) providing level 2 support on customer complaints and (2) serve as resource in driving internal service improvements through cross functional coordination among other escalation points within the business and frontline teams (3) RMA fulfillment and tracking, customer outreach on RMA work and fulfillment (4) responding to CCPA request from customers and providing relevant material / documentation.SummaryCustomer Service Representative serves as the primary frontline support who interacts with customers to provide information in response to inquiries about our products and services. They are also expected to handle and efficiently manage customer and dealer concerns. As such, a Customer Service Representative must convey to the customer a sense of expertise in our products, services and capabilities. A Customer Service Representative is also expected to serve as influencers and educators to our community of customers upholding the SunPower brand.Job ResponsibilitiesPercent of TimeKey Accountabilities and Functions50%Receive customers’ requests by telephone or email or chat , analyzes requests, provides information or ascertain who can best provide information and routes request to proper person. Handle incoming and outbound calls, email response and documentation in Salesforce. Fulfilment of CCPA rights / document request for customers.30%RMA processing and fulfilment. Working with dealers, partners and customers on RMA fulfilment and scheduling. Material tracking and working with vendors on RMA fulfilment and returns.10%Other task as assigned by leadership10%Contributes to team effort by accomplishing related results as needed but not limited to product or service reports by collecting and analyzing customer information.Job RequirementsRequirementsDetailsEducation and Relevant Experience
Must possess at least a Bachelor's/College Degree in any field or at least 3 years call center experience
Experience in RMA or order fulfilment
Job Specific Skills
Exceptional oral and written communication skills
Proficient in MS applications: Outlook, Word, Excel, etc.
Time management, organizational skills and keen attention to detail
Strong prioritization and multitasking skills; resourceful
Strong analytical and problem-solving skills; process oriented
Experience in effectively managing complex accounts and resolving customer inquiries
Adaptable to changes in project scope, and a fast-paced work environment
Ability to work well across department, strong interpersonal skills, ability to think independently and follow-through effectively
Profile and Personality
Energetic, smart and assertive, delightful to speak with
Quick learner and can work with minimal supervision
Proactive with a positive can-do attitude, willing to go the extra mile
Customer-oriented, passionate, competitive and highly-motivated
Goal and Results oriented
Others
Ability to work any shift including weekday and weekend schedules
Equal Employment OpportunityThe Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.EOE Minorities/Females/Protected Veterans/DisabledSunPower Supports EEO at http://www.eeoc.gov/employers/upload/posterscreenreaderoptimized.pdfAccommodation for Applicants to SunPower CorporationSunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: jobs@sunpower.com. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.NOTICE TO ALL APPLICANTS AND EMPLOYEESAvailability of Affirmative Action Plan for ReviewSunPower is a federal government contractor. As a part of the Company’s obligations under law, itmust develop a written Affirmative Action Program (AAP) for the Disabled, Recently SeparatedVeterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty WartimeOr Campaign Badge Veterans and for Women and Minorities as specified by law.Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicantsand employees, consistent with applicable law, which will be made available during office hours bycontacting the EEO Officer.
