Escalation Expert

About the Role

The role requires a unique blend of technical skills, business acumen, and interpersonal abilities. You will work closely with internal teams, including Staff Prevention SMEs, to contribute to process improvements and enforce guidelines based on customer escalation insights. Your goal will be to provide a seamless customer experience, ensuring that all issues are resolved efficiently and to the customer's satisfaction.

Sunrun is committed to fostering a dynamic culture that prioritizes employee development, well-being, and safety. As a company, Sunrun is dedicated to making energy more reliable and affordable for its customers, and the Escalation Expert role plays a vital part in achieving this mission.

What You Will Do

• Manage and resolve all escalated customer issues consistent with Sunrun guidelines
• Serve as the customer's single point of contact for escalated concerns
• Work directly with Staff Prevention SMEs to contribute to process improvements and enforce guidelines
• Deliver world-class customer experience through empathy and a "can do" attitude
• Set and achieve customer expectations through proactive communication on case status, timelines, and next steps
• Provide accurate and timely resolution to customer questions and requests
• Schedule site visit appointments and ensure completion and follow-up
• Obtain signatures on time-sensitive and confidential documents
• Maintain a current understanding of all aspects of the solar journey, including agreement terms and obligations, billing, and system performance
• Discuss customer feedback and solicit satisfaction feedback post-escalation resolution

What We Are Looking For

• High school diploma or equivalent education; Bachelor's degree preferred
• 3+ years of relevant work experience in customer success, project management, or a related field
• Excellent written and oral communication skills
• Ability to work independently with minimal supervision in a fast-paced environment
• Strong proficiency in Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred
• Excellent organizational and time management skills
• Meticulous attention to detail and a passion for learning and acquiring new skills

Nice to Have

• Experience in a customer-facing role, preferably in the solar or energy industry
• Knowledge of customer success software and tools
• Certification in customer service or a related field

Benefits and Perks

• Opportunity to work with a leading residential solar and storage company
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible and remote work arrangements
• Access to cutting-edge technology and tools
• Competitive compensation and benefits package

• Ensure you have a strong understanding of Salesforce and Excel, as these skills are essential for the role
• Highlight your experience in customer-facing roles, particularly in the solar or energy industry
• Showcase your ability to work independently and manage multiple deadlines in a fast-paced environment
• Be prepared to provide specific examples of times when you have successfully resolved complex customer issues
• Consider creating a portfolio that demonstrates your skills and experience in customer success and project management
• Research Sunrun's mission and values to understand the company culture and how you can contribute to it