Escalation Expert

About the Role

Day-to-day, the Escalation Expert will be responsible for delivering proactive communication, providing timely resolutions, and setting clear expectations with customers. This role requires a deep understanding of Sunrun's solar journey, including agreement terms, billing, system performance, and resolution tools. By discussing customer feedback and soliciting satisfaction feedback post-escalation, the Escalation Expert will help drive continuous improvement in customer experience.

As part of a dynamic team, the Escalation Expert will work collaboratively with internal stakeholders, including scheduling teams, to ensure seamless customer interactions. With a focus on building strong relationships and fostering a supportive environment, this role demands excellent communication skills, both written and verbal, and the ability to explain complex issues to various audiences.

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 issues
• Work directly with Staff Prevention SMEs to contribute to process improvements and training
• Deliver world-class customer experience through empathy and a 'can-do' attitude
• Set and achieve customer expectations through proactive communication
• 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 Sunrun's solar journey and resolution tools
• Discuss customer feedback and solicit customer satisfaction feedback post-escalation

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
• History of working collaboratively as part of a team to accomplish goals
• Ability to interact with all levels of management and build relationships across teams

Nice to Have

• Experience in customer success, project management, or in-house legal department coordination
• Certification in a relevant field, such as customer service or project management
• Familiarity with the solar energy industry
• Experience with conflict resolution and negotiation

Benefits and Perks

• Competitive salary
• Opportunities for professional growth and development in a dynamic and growing company
• Comprehensive benefits package, including health, dental, and vision insurance
• Remote work stipend and flexible working hours
• Access to cutting-edge technology and tools, including Salesforce and Google Suite
• Collaborative and supportive work environment with a focus on employee well-being and safety
• Participation in a company that is leading the way in renewable energy solutions

• Develop a strong understanding of Salesforce and Excel, as these skills are crucial for success in this role.
• Highlight your experience in conflict resolution and customer success in your application.
• Showcase your ability to work independently and manage multiple deadlines in a fast-paced environment.
• Prepare examples of times when you've provided world-class customer service and resolved complex issues.
• Consider obtaining certifications in customer service or project management to stand out as a candidate.
• Be prepared to discuss your passion for renewable energy and your willingness to learn and grow with the company.
• Research the company culture and values to ensure alignment with your own goals and expectations.