Customer Support V

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 2,000 in North America and the Philippines. 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: At SunPower, the customer care team interacts with customers and dealers to create world-class customer experiences. We define a customer experience as world-class as one that reduces the effort of our customers and makes SunPower their solar provider of choice. Our team members focus on problem resolution, regardless of how complex this may get. Going solar is a life-changing decision for our customers and we owe it to them to make the switch to solar as seamless as possible. Installing solar in your home is multi-faceted from the financial decision to the design and physical installation in the home. Candidates must have a strong technical aptitude, backed by 3+ years of customer support experience either remotely or in the field. Knowledge of the construction industry is also a plus. You must be able to communicate well in the most difficult and complex customer interactions while having the ability to teach our customers about managing their solar system. The ability to empathize and place yourself in the shoes of the customer is paramount to your success at SunPower. This role will work cross-functionally with internal stakeholders to resolve complex customer requests while maintaining excellent standards of professionalism. The successful candidate should also be able to perform and execute remote troubleshooting tasks to resolve system issues and is empowered to decide when to dispatch field technicians to complete complex onsite repairs. We thrive on innovation and want to hear your voice, expecting you to share information and key learnings with your peers and stakeholders to improve processes and deliver improved outcomes for our customers. A successful candidate will own the effective resolution of customer issues; keeping customer satisfaction at the core of every decision and behavior. Responsibilities: Excellent listening skills and an empathetic voice and manner Passionate about delivering a world-class customer experience Research and resolve customer issues (inbound & outbound call/email/chat/text) Provide support to SunPower dealers and homeowners relative to their system during and after installation Troubleshoots homeowners systems to try and resolve concerns either remotely or by dispatching a technician for onsite work Escalates work as needed to the next tier/level of support while maintaining ownership of the initial concern Exercises judgment within defined policies, procedures and practices to determine appropriate action Work cross-functionally with internal teams in order to solve complex issues Ability to stay calm when customers are upset Perform other functions as assigned by the Supervisor Candidates could work anytime between 9AM - 9PM, Monday-Sunday Minimum Education and Experience: • High school diploma or equivalent required. • Associates degree and 4+ years related experience OR equivalent combination of education and years of related experience. Equal Employment Opportunity The 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/Disabled SunPower Supports EEO Accommodation for Applicants to SunPower Corporation SunPower 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: [Click Here to Email Your Resumé]. 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 EMPLOYEES Availability of Affirmative Action Plan for Review SunPower is a federal government contractor. As a part of the Company''s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or 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 applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.

Created: 2021-11-29