Sr. Escalations Expert-Bilingual

About the Role

The role requires a deep understanding of the solar journey, including agreement terms, billing, and system performance. You will be expected to maintain a current understanding of all resolution tools and processes, and to continuously improve your knowledge and skills to stay up-to-date with industry developments.

As a key member of the customer success team, you will be responsible for forming positive relationships with important third parties, actioning feedback, and highlighting Sunrun's best practices and speedy resolutions.

What You Will Do

• Manage and resolve all escalated customer issues consistent with Sunrun guidelines
• Serve as the customer's single point of contact, providing regular proactive communication on case and project status, timelines, and next steps
• Work 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
• Provide accurate and timely resolution to customer questions and requests
• 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
• 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
• Discuss customer feedback and solicit customer satisfaction feedback post-escalation resolution

What We Are Looking For

• Strong knowledge of Escalations & Prevention processes and procedures
• 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, and an ability to effectively explain complex issues to various audiences
• Ability to work independently on multiple cases with minimal supervision in a fast-paced environment
• 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'
• Bilingual skills, with fluency in English and another language

Nice to Have

• Experience working in the solar or renewable energy industry
• Knowledge of customer success and project management software
• Certification in customer service or a related field
• Experience with data analysis and reporting tools

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a leading company in the renewable energy industry
• Flexible and remote work arrangements
• Professional development and growth opportunities
• Access to cutting-edge technology and tools
• Comprehensive health and wellness programs
• Generous paid time off and vacation policy
• Retirement savings plan and matching program

• To stand out in this role, be prepared to showcase your exceptional communication and problem-solving skills, with a focus on empathy and customer-centricity.
• Develop a strong understanding of Salesforce and Excel, and be prepared to demonstrate your proficiency in these tools.
• Highlight your experience working in fast-paced environments and managing multiple cases with minimal supervision.
• Showcase your ability to build strong relationships with key stakeholders, including customers, executives, and cross-functional teams.
• Be prepared to discuss your approach to proactive communication and issue resolution, and provide examples of times when you have successfully resolved complex customer issues.
• Consider creating a portfolio or examples of your work, such as case studies or customer success stories, to demonstrate your skills and experience.