Escalation Expert

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

• Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact.

• Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights.

• Deliver world-class customer experience for customers led by empathy and a “can do” attitude.

• Set and achieve customer expectations through all points of contact, providing regular proactive communication on case status, timelines, and next steps.

• Provide accurate and timely resolution to customer questions and requests, providing a seamless customer experience with little or no handoffs between team members or other departments. 

• Work with customers and internal scheduling teams to schedule site visit appointments, ensure completion, and appropriate follow-up.

• Obtain signatures on time sensitive and confidential documents. 

• Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance.

• Maintain a current understanding of all resolution tools consistent with Sunrun guidelines. 

• Discuss customer feedback and solicit customer satisfaction feedback post escalation resolution.

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• High school diploma or equivalent education; Bachelor’s degree preferred.

• 3+ years of relevant work experience, preferably with customer success, project management, planning, and in-house legal department or coordination experience.

• Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings.

• History of working as a team to accomplish goals and fostering a collaborative and supportive environment; Your co-workers know that they can rely on you to pitch in regardless of the subject matter or time constraints.

• Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines.

• Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases, many of whom will be distributed across the country.

• Strong proficiency with Google Suite, Excel, and PowerPoint, Salesforce knowledge preferred.

• Excellent organizational and time management skills.

• Meticulous attention to detail, passionate about diving into the “fine print,” and interested in learning and acquiring new skills.

• You work best when given complete responsibility and ownership over issues, even if they’re new to you.

• You dig in - there is nothing you’re not willing to learn and master - and you sweat the details.

Recruiter:

Danielle Levitan ([email protected])

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

$56,435.65 to $75,247.54

Sunrun provides a variety of benefits to employees, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Other rewards may include annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards. Compensation decisions will not be based on a candidate's salary history. Please note: Employee benefits do not apply to our Fusion and Street Sales roles, which are 100% commission-based, (1099-NEC) positions.

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at [email protected].

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.