PC Escalation Specialist

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 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.

Summary of Role:

SunPower is seeking a highly skilled and motivated Escalations Specialist to support the business by handling the most challenging consumer issues. You will diffuse demanding situations through active listening, patience, and empathy and will resolve complex cases through research and collaboration with internal teams. This is an exciting opportunity to impact our customers and the business in a positive way. We are seeking team-oriented problem solvers who can build relationships and thrive in a fast-paced environment. The ideal candidate can work well in high-pressure situations, quickly implement solutions, and engage internal subject matter experts, our authorized dealers, and subcontractors as needed.

You must have strong technical aptitudes, backed by 2-3+ years of experience in a direct customer-facing role. You should be able to execute troubleshooting skills to resolve system issues and dispatch field technicians when necessary. To succeed in this role, you should be able to communicate clearly with various stakeholders and provide key updates and findings as high-priority escalations unfold. You are a powerful communicator who can apply critical thinking skills to manage difficult customer interactions, take the time to understand what the customer wants or expects, and work to meet those needs to the best of your ability, adhering to internal policies. You often find yourself thinking outside of the box or developing highly creative solutions to difficult problems.

Essential Duties & Responsibilities:

• Must be able to do shift schedule which may include working Saturdays and/or Sundays.
• Passion for helping other people and finding the best possible resolutions.
• You own and develop communication both internally and externally for problems that may be sensitive, high-touch, or complex in nature.
• Manage a pipeline of assigned cases and maintain compliance with critical dates.
• Comfortable and precise with written communication - including being able to compose a formal letter and emails to summarize the key points from the inquiry.
• Achieve minimum expectations on all Key Performance Indicators, monthly and quarterly.
• Understands and applies best practices and knowledge of internal/external business challenges to improve processes or services.
• Exercises judgment within defined policies, procedures, and practices to determine appropriate action.
• Self-disciplined and able to work well remotely with little direct supervision.
• Maintain weekly contact with customers.
• Collaborate with various internal teams to address customer escalations effectively and efficiently.
• Identify changes to current SOP and training from root causes analysis and update company procedures.

Required Qualifications:

• A bachelor’s degree and minimum of 2 years' of related work experience.
• Prior experience supporting customer escalations, verbal, or written interactions/complaints.
• Excellent organization skills, strong time management, priority setting, and the ability to meet deadlines consistently.
• Salesforce experience and high-level understanding of Microsoft Office suite strongly preferred.
• Advanced understanding of the solar process from initial design to activation.
• Develop and maintain a comprehensive understanding of SunPower products across diverse markets to effectively address customer concerns.
• Customer Agreement Expertise: Acquire detailed knowledge of SunPower Customer Agreements to ensure accurate resolution of customer issues and questions.

Preferred Qualifications:

• Bilingual strongly preferred.

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: [email protected]. 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.