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Sunrun logo
Sunrun

Life Runs on Clean Energy

Escalation Expert

Chief Technology OfficerChief Technology OfficerFull TimeRemoteMid LevelTeam 10,001+Since 2007H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

9 days ago

Salary

$58.1K - $77.5K / year

Seniority

Mid Level

No structured requirement data.

Job Description

Escalation Expert

Sunrun

Role Description Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s 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. Qualifications - High school diploma or equivalent education; Bachelor’s 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. - 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. Company Description Sunrun is the largest dedicated residential solar and storage company in the country and has a mission to bring stably priced resilient power to the masses.

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