Sr. Escalations Expert

SunrunSunrun·Remote(Flexible / Remote)
Other
SalesforceExcel

WFA Digital Insight

As the demand for renewable energy grows, so does the need for skilled professionals to handle complex customer issues. With a 25% increase in solar panel installations in 2025, companies like Sunrun require experts who can provide top-notch customer experience. The Sr. Escalations Expert role is a prime example of this trend, requiring strong problem-solving skills, excellent communication, and proficiency in tools like Salesforce and Excel. Before applying, candidates should be aware of the fast-paced nature of this role and the need to work independently with minimal supervision.

Job Description

About the Role

The Sr. Escalations Expert role at Sunrun is a critical position that requires managing and resolving complex customer issues in a professional and timely manner. As a key member of the customer success team, you will serve as the single point of contact for escalated customer issues, working closely with internal stakeholders to resolve issues and provide a world-class customer experience. The role entails working in a fast-paced environment, interacting with executives, and forming positive relationships with third-party stakeholders.

The Sr. Escalations Expert will be responsible for delivering exceptional customer experience, thinking outside the box to resolve complex issues, and providing regular proactive communication to customers. You will work closely with the Staff Prevention SMEs to contribute to and enforce processes, training, and consequences based on customer escalation insights. A strong understanding of the solar journey, including agreement terms, billing, and system performance, is essential for this role.

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 all escalated issues
  • Begin forming positive relationships with important third parties
  • Work directly with Staff Prevention SMEs to contribute to and enforce processes, training, and consequences
  • 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
  • Obtain signatures on time-sensitive and confidential documents
  • Document all relevant information, customer interactions, findings, insights, and resolutions
  • Maintain a current understanding of all aspects of the solar journey

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
  • Ability to work independently on multiple cases with minimal supervision
  • Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred
  • Excellent organizational and time management skills
  • Meticulous attention to detail

Nice to Have

  • Experience working in the renewable energy industry
  • Knowledge of solar panel installations and maintenance
  • Experience with customer relationship management (CRM) software
  • Certification in customer service or a related field

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a leading company in the renewable energy industry
  • Collaborative and dynamic work environment
  • Professional development opportunities
  • Flexible and remote work arrangements
  • Access to cutting-edge technology and tools
  • Comprehensive health insurance and wellness programs

How to Stand Out

  • Develop a strong understanding of customer success principles and practices to stand out in your application
  • Highlight your experience with CRM software, such as Salesforce, and demonstrate your ability to learn new tools quickly
  • Prepare examples of times when you had to think outside the box to resolve complex customer issues
  • Showcase your excellent communication skills by providing clear and concise answers to common customer service questions
  • Research the company culture and values to demonstrate your fit with the organization
  • Be prepared to discuss your experience working in a fast-paced environment with minimal supervision

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