Do you want to change the world? We do, too.
SunPower is changing the way our world is powered every day with a passionate and driven team of more than 3,660 full-time employees in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers and all those demanding better, cleaner energy to join us.
SunPower needs YOU as a Solar Technical Customer Care Support!
Are you looking for a flexible work environment, a chance to grow, and an opportunity to make a difference?
Then this is the role for you!
This role will work cross-functionally with internal stakeholders to resolve complex customer requests while maintaining excellent standards of professionalism. You will work with other SunPower teams to find resolutions. You will get to problem-solve with operations, tech support, and more. You have a team of supportive people dedicated to YOUR success. You are not alone! You’ll be working in a hybrid work environment (remote for the foreseeable future) allowing you to engage in a flexible workplace.
You will be supported! We are set up to enable your voice and success.
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 outcomes for our customers.
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Responsibilities:- Own the effective resolution of customer issues, keeping customer satisfaction at the core of every decision and behavior.
- Perform and execute remote troubleshooting tasks to resolve system issues and be empowered to decide when to dispatch field technicians to complete complex onsite repairs.
- Take 15-30 calls per day, assisting customers, dealers, and businesses to identify innovative solutions. We train and empower you to jump in there to recommend a path forward.
- Research and resolve customer issues (inbound & outbound calls/email/chat/text).
- Provide support to SunPower dealers and homeowners relative to their system during and after installation.
- Escalate work as - needed to the next tier/level of support while maintaining ownership of the initial concern.
- Exercise judgment within defined policies, procedures, and practices to determine appropriate action.
- Work cross-functionally with internal teams in order to solve complex issues.
- Perform other functions as assigned by the Supervisor.
Qualifications:- High School Diploma OR equivalent combination of education and experience.
- Must have a strong technical aptitude, backed by 3+ years of customer support experience either remotely or in the field.
- 1+ years of phone experience in a technical support call center.
- Knowledge of the construction industry is a plus.
- 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.
- Live within the greater Phoenix area and be able to commute to our Tempe office once we're able to return to the office.
- Passionate about delivering a world-class customer experience.
- Ability to stay calm when customers are upset.
- During training and business meetings, you will be required to be on camera using your computer's webcam.
- Must have a high-speed internet connection available in your home.
- Must have a distraction-free workplace.
- Must be comfortable using a computer and multi-tasking in various systems, including Salesforce, to support customers.
- Ability to provide clear and concise written and verbal communication to customers.
- Excellent listening skills and an empathetic voice and manner.
- The ability to empathize and place yourself in the shoes of the customer is paramount to your success at SunPower.
Requirements & Additional Information- Training will be up to 5 weeks.
- During training, you must be available: Monday through Friday from 7 a.m. to 4 p.m. PST. Training is critical to your success, so scheduled absences are not permitted during this time.
- After training, you must be available to work an 8-hour shift between 6 a.m. and 7 p.m. PST, Monday through Saturday.
- You will receive your scheduled shift 2 weeks prior to graduating from training.
- Shift bids are conducted quarterly.
- Employees who are not fully vaccinated, regardless of their work location, are subject to a medical surcharge until they are fully vaccinated, subject to applicable federal and state laws.
You’ll know this role is right for you if you have:- Technical aptitude and a hunger to learn more.
- An empathetic mindset to help relate to our customers, dealers, and internal teams
- Can you read the room? Can you talk to different types of people? If so, we need you!
- Get excited about solving problems? You will have the opportunity to problem-solve a variety of issues, ensuring the customer has been taken care of
- A team player, excited to work cross-functionally
- Excitement to learn new skills and change the way the world is powered!
With great work comes awesome benefits and perks:- We offer a competitive compensation and benefits package which includes an annual bonus program.
- In addition, starting on day 1, you’ll be able to take advantage of SunPower’s full benefits which include:
- Medical, vision, and dental coverage
- 401k Match
- Accrual of 15 days of paid time off (PTO) per year plus sick days
- 13 paid holidays -based on company needs you may work a holiday(s).
- Additional health and wellness benefits included Peloton membership, pet insurance, and more!
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Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At SunPower, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
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/All Genders/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: 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 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.