Escalation Expert

Ever since we started in 2007 Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. Its why weve become the #1 home solar and battery company in America. Today were on a mission to change the way the world interacts with energy and were building a company and brand that puts power at the center of life. And were doing it by designing a dynamic culture where employee development well-being and safety come first. Were 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.

The Escalations Expert works directly with Sunrun Customer Care Collections Field Service Consumer Compliance Legal and Executives with a focus on customer satisfaction in order to effectively de-escalate customer disputes and prevent similar situations in the future. This person will be laser focused on customer communications internal coordination case management and above all being the beloved and trusted partner for our customers.

JOB DUTIES

• Manage and resolve all escalated customer issues consistent with Sunrun guidelines serving as the customers 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; Bachelors 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 theyre new to you.

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

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 candidates salary history. You can learn morehere.

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 .

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