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Escalation Expert

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Sunrun

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Location:
United States

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Contract Type:
Not provided

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Salary:

58128.72 - 77504.97 USD / Year

Job Description:

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

Job Responsibility:

  • 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

Requirements:

  • 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
  • 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

Nice to have:

  • Bachelor’s degree preferred
  • Salesforce knowledge preferred
What we offer:
  • Medical/Dental/Vision Insurance
  • Life Insurance
  • Disability Insurance
  • 401k Plan + Company Match
  • Stock Purchase Plan
  • Paid Vacations/Holidays
  • Paid Baby Bonding Leave
  • Employee Discounts
  • PowerU - 100% Funded Education Programs
  • Employee Donation Matching
  • Volunteer Hour Rewards

Additional Information:

Job Posted:
February 20, 2026

Employment Type:
Fulltime
Work Type:
Remote work
Job Link Share:

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