Field Performance Coordinator

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. And we’re doing it by designing a dynamic culture where employee development, well-being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

Overview

The Field Service Case Manager is responsible for coordinating effective execution of field service work through direct Sunrun branch and/or partner relationships. Customer obsession, excellent communication and a desire to succeed are critical personal characteristics for success. 

Responsibilities 

• Work with field crews, leaders and centralized support team to ensure jobs are ready to be actioned and completed to drive best possible customer experience.

• Serve as a point of contact to customers to effectively coordinate communications around routine Field Service activities and manage Field Service related customer inquiries and escalations as necessary

• Create and dispatch customer appointments in conjunction with Tech routes, schedules and utilization

• Initiate and create tasks to complete further work required for field service dispatches

• Prioritize customer escalations and adjust schedules to work with leadership to determine priority of jobs.

• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management

• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed

• Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. 

Qualifications

• High school diploma or equivalent

• Minimum of 2 years of relevant work experience including customer service experience, scheduling, coordination or case management.

• Basic knowledge of solar installation, construction and/or roofing preferred

• Proactive, energetic and self-motivated 

• Applied knowledge of business metrics

• Must be a self-starter, take on various duties and be able to take initiative when needed

• Independently manage day-to-day activities

• Detail oriented, accurate and poised under pressure

• Strong relationship management skills

• Experience in PowerPoint, Word and Excel or equivalent (GSuite)

• Strong CRM experience, preferably Salesforce

• Proven track record of success in being a member of highly-effective teams and interpersonal relationship while steadfastly pushing self and others for results

• A roll-up-the-sleeves approach; someone who is able to think quickly and creatively and is results-driven complemented by appropriate process orientation

• An excellent time manager, able to balance multiple projects and priorities on a variety of issues, initiatives and objectives concurrently. A person who identifies potential conflicts at early stages and seeks win-win solutions if possible

• Ability to work independently and closely with other members of department and project team

• Strong written and oral communication, analytical, and interpersonal skills

Recruiter:

Please note that the compensation information is made in good faith for this position only.  It assumes that the successful candidate will be located in markets within the United States that warrant the compensation.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

Compensation decisions will not be based on a candidate's salary history. You can learn more here.

This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at [email protected].

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind.  We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. Learn more here: EEO | Sunrun