Escalation Expert Job at Sunrun

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

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Escalation Expert

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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