Sunrun logo
Sunrun

Life Runs on Clean Energy

Sr. Escalations Expert

BilingualBilingualFull TimeRemoteSeniorTeam 10,001+Since 2007H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

25 days ago

Salary

$70.3K - $93.8K / year

Seniority

Senior

No structured requirement data.

Job Description

Sr. Escalations Expert

Sunrun

Role Description - Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact. - Requires no oversight or instruction when directly interacting with executives in a professional and concise manner. - Begins forming positive relationships with important third parties, actioning feedback and highlighting Sunrun’s best practices and speedy resolutions. - 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 and project status, timelines, and next steps. - Provide accurate and timely resolution to customer questions and requests, thinking outside the box about complex issues, 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. - Document all relevant information, customer interactions, findings, insights, and resolutions in accordance with standard processes. - 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. Qualifications - Strong knowledge of Escalations & Prevention processes and procedures. - Regularly receives five star ratings and/or consistent positive feedback from customers. - High school diploma or equivalent education; Bachelor’s degree preferred. - 5+ 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 fosters a collaborative and supportive environment. - 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. - 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. Requirements - Strong knowledge of Escalations & Prevention processes and procedures. - Regularly receives five star ratings and/or consistent positive feedback from customers. - High school diploma or equivalent education; Bachelor’s degree preferred. - 5+ 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 fosters a collaborative and supportive environment. - 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. - 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. Benefits - Starting salary/wage for this opportunity: $70,314.09 to $93,752.12. - Compensation decisions will not be based on a candidate's salary history.

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