Affiliate Experience Professional
Affiliate Experience Professional
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Job Description
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.
Overview
We are seeking a highly skilled and proactive Affiliate Experience Professional to join our Affiliate Partner team supporting our partner network in Puerto Rico. This role collaborates closely with Account Staff to identify investigate manage resolve and communicate issues or concerns raised by Affiliate Partners such as customer concerns legal escalations and compliance violations.
The Experience Professional plays a pivotal role in maintaining healthy relationships with our partners preventing and resolving conflicts and promptly addressing partner escalations. By effectively managing escalations this role contributes to the overall success of relationships and works to preserve partner and customer experience.
Responsibilities
Identify investigate and effectively resolve escalated issues or concerns raised by Affiliate Partners and customers ensuring a swift and satisfactory resolution.
Collaborate closely with Account and Program Staff providing regular updates on active escalations and ensuring all stakeholders are informed throughout the resolution process.
Collaborate with Account Executives to seek approval for conflict resolutions ensuring alignment with company policies and strategies.
Work in support of Partner Pipeline Managers to resolve aging pipeline-related escalations leveraging tools and resources to facilitate resolution management.
Coordinate with Sunruns general escalation team(s) to address complex or high-priority issues requiring additional support.
Maintain a comprehensive tracking system to monitor historical escalations by type and volume analyzing trends to proactively address recurring issues.
Create and manage service tickets related to escalations ensuring accurate documentation and timely resolution.
Communicate final conflict resolutions effectively to Partner Leadership ensuring transparency and satisfaction.
Qualifications
Bachelors degree or equivalent work experience.
Bilingual in Spanish and English required.
Minimum of 3 years of experience in conflict resolution partner or customer escalations management or a similar capacity.
Proven experience in conflict resolution partner/customer escalations management or a similar role within a dynamic environment.
Proficiency in both Spanish and English (spoken and written) is essential.
Strong analytical skills with the ability to track and analyze escalations to identify trends and propose preventive measures.
Exceptional communication and interpersonal skills to engage effectively with diverse stakeholders.
Detail-oriented mindset adept at managing multiple tasks and priorities simultaneously.
Collaborative attitude and ability to work within a cross-functional team environment.
Physical Demands
Be able to remain in a seated position for more than 50 percent of the workday
Sufficient hand arm and finger dexterity to operate a computer keyboard and other office equipment
Ability to exert up to 10 pounds of force and occasionally lift and or move up to 15 pounds
Have adequate visual and hearing acuity to follow instructions operate office equipment and determine the accuracy of the work assigned
Ability to perform normal office duties
Ability to operate office equipment including computers and determine the accuracy of work
Recruiter:
Laura Morgan ()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:
$48701.84 to $64935.78Compensation 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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
