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Sunrun Logo Sunrun · Customer Service

Sr. Escalations Expert

United States, Lehi 64852.52 - 86470.02 USD / Year · Job Posted February 20, 2026
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Job Description

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to effectively de-escalate priority, complex, and high risk customer disputes and prevent similar situations in the future.

Job Responsibility

  • Manage and resolve all escalated customer issues
  • Serve as the customer’s single point of contact
  • Interact with executives
  • Form positive relationships with important third parties
  • Work directly with Staff Prevention SMEs
  • Deliver world-class customer experience
  • Set and achieve customer expectations
  • Provide accurate and timely resolution
  • Work with customers and internal scheduling teams to schedule site visit appointments
  • Obtain signatures on time sensitive and confidential documents
  • Document all relevant information
  • Maintain a current understanding of all aspects of the solar journey
  • Maintain a current understanding of all resolution tools
  • Discuss customer feedback

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
  • History of working as a team to accomplish goals
  • Ability to work independently on multiple cases with minimal supervision
  • Must be comfortable interacting with all levels of management
  • Strong proficiency with Google Suite, Excel, and PowerPoint
  • Salesforce knowledge preferred
  • Excellent organizational and time management skills
  • Meticulous attention to detail
  • You work best when given complete responsibility and ownership over issues

Nice to have

  • Bachelor’s degree
  • Salesforce knowledge

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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