Bilingual Sr. Escalations Expert

About the Role

In this role, the successful candidate will be the single point of contact for customers, providing empathetic and professional support to resolve complex issues. This will involve collaborating with internal teams, including sales, operations, and customer service, to ensure seamless communication and effective issue resolution. With a strong focus on customer satisfaction, this expert will be responsible for delivering timely and effective solutions, while also identifying opportunities for process improvements and contributing to the development of best practices.

As a leader in the clean energy industry, Sunrun is committed to creating a dynamic and supportive work environment that fosters growth, innovation, and collaboration. With a strong emphasis on employee development and well-being, this role offers the opportunity to work with a talented team of professionals who are passionate about making a positive impact on the environment.

What You Will Do

• Manage and resolve customer escalations in a timely and professional manner, ensuring that all issues are handled with empathy and expertise
• Serve as the single point of contact for customers, providing regular updates and communication throughout the resolution process
• Collaborate with internal stakeholders to ensure seamless communication and effective issue resolution
• Develop and maintain positive relationships with key stakeholders, including customers, sales teams, and operations teams
• Identify opportunities for process improvements and contribute to the development of best practices
• Provide accurate and timely resolution to customer questions and requests, utilizing strong problem-solving skills and knowledge of Sunrun's products and services
• Work closely with the Staff Prevention SMEs to contribute to and enforce processes, training, and consequences based on customer escalation insights
• Obtain signatures on time-sensitive and confidential documents, ensuring that all necessary paperwork is completed accurately and efficiently
• 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 Sunrun agreement terms and obligations, billing, system and battery performance

What We Are Looking For

• Strong knowledge of customer success and escalations processes and procedures
• Excellent written and oral communication skills, with the ability to effectively explain complex issues to various audiences
• 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
• Strong proficiency with Google Suite, Excel, and PowerPoint, with Salesforce knowledge preferred
• Excellent organizational and time management skills, with the ability to prioritize multiple deadlines and manage a high volume of customer escalations
• Ability to work independently in a fast-paced environment, with minimal supervision
• Strong attention to detail, with a passion for diving into complex issues and identifying creative solutions
• History of working as a team to accomplish goals and fostering a collaborative and supportive environment

Nice to Have

• Bilingual or multilingual skills, with the ability to communicate effectively with customers who speak multiple languages
• Experience working in the clean energy or renewable energy industry, with a strong understanding of solar panels and energy storage systems
• Certification in customer service or a related field, such as a Certified Customer Service Representative (CCSR) or a Certified Professional in Learning and Performance (CPLP)

Benefits and Perks

• Competitive salary and benefits package, including health, dental, and vision insurance
• Opportunities for professional growth and development, including training and education programs
• Remote work options, with the ability to work from home or a remote location
• Collaborative and dynamic work environment, with a team of talented and passionate professionals
• Access to the latest technology and tools, including Salesforce and Google Suite
• Recognition and rewards for outstanding performance, including bonuses and incentives
• Comprehensive paid time off package, including vacation days, sick leave, and holidays

• Develop a strong understanding of customer success and escalations processes, including best practices for resolving complex customer issues
• Showcase your proficiency in Salesforce and Excel, with examples of how you have utilized these tools in previous roles
• Highlight your ability to work independently in a fast-paced environment, with minimal supervision and multiple deadlines
• Emphasize your strong communication and problem-solving skills, with examples of how you have effectively resolved customer complaints and concerns
• Prepare to discuss your experience working with diverse customer groups, including those with limited English proficiency
• Be prepared to provide specific examples of how you have contributed to process improvements and the development of best practices in previous roles
• Research Sunrun's products and services, including solar panels and energy storage systems, to demonstrate your knowledge and interest in the industry