Escalation Expert

Sunrun Inc.; Lehi (UT); On-site; USD 55,000 - 74,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Life Insurance

Disability Insurance

401k Plan + Company Match

Stock Purchase Plan

Paid Vacations/Holidays

Paid Baby Bonding Leave

Employee Discounts

PowerU - 100% Funded Education Program

Employee Donation Matching

Volunteer Hour Rewards

Learn more at https://sunrun.gobenefts

Job summary

Sunrun Inc. is hiring for a Customer Escalation Specialist to manage and resolve escalated customer issues across the solar journey, delivering empathetic, world-class service.

You will coordinate with internal teams, schedule site visits, obtain signatures on sensitive documents, and communicate proactively about case status while maintaining Sunrun's standards and terms. The role emphasizes collaboration with prevention SMEs, data-driven improvements, and understanding billing and system

Qualifications

• High school diploma or equivalent; Bachelor's degree preferred.

Responsibilities

• Serve as the customer’s single point of contact for escalated issues.
• Coordinate with Staff Prevention SMEs to improve processes and training.
• Deliver world-class customer experience with empathy and proactive updates.
• Schedule site visits with customers and internal teams; ensure follow-up.
• Obtain signatures on time-sensitive documents.
• Maintain knowledge of solar journey, billing, and Sunrun terms.
• Gather and relay customer feedback after resolution.

Skills

Customer success

Communication

Time management

Team collaboration

Education

High school diploma or equivalent; Bachelor's degree preferred

Tools

Google Suite

Excel

PowerPoint

Salesforce

Job description

Who We Are

We’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. To do it, we’re designing a dynamic culture where employee development, well-being, and safety come first. It’s why we’ve become the #1 home solar and battery company in America. We’re unlike any other residential energy company. Our vertically integrated model gives us total control over every part of the energy lifecycle - from sale through installation and beyond - so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

We’re on a mission to make energy more reliable and affordable for more people. We provide an opportunity with storage and solar to help people access greater energy independence without the big upfront costs. Sunrun is the largest dedicated residential solar and storage company in the country and has a mission to bring stably priced resilient power to the masses.

Responsibilities

Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact. Works 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, providing regular proactive communication on case status, timelines, and next steps. Provide accurate and timely resolution to customer questions and requests, providing a seamless customer experience with little or no handoffs between team members or other departments. 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. Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance. Maintain a current understanding of all resolution tools consistent with Sunrun guidelines. Discuss customer feedback and solicit customer satisfaction feedback post escalation resolution.

Requirements

High school diploma or equivalent education; Bachelor’s degree preferred. 3+ 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 via email, conference call, one‑on‑one, and group settings. History of working as a team to accomplish goals and fostering a collaborative and supportive environment; Your co‑workers know that they can rely on you to pitch in regardless of the subject matter or time constraints. Ability to work independently on multiple cases with minimal supervision in a fast‑paced environment, and able to manage and prioritize multiple deadlines. Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases, many of whom will be distributed across the country. 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," and interested in learning and acquiring new skills. You work best when given complete responsibility and ownership over issues, even if they’re new to you. You dig in - there is nothing you’re not willing to learn and master - and you sweat the details.

Equal Opportunity

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth.

If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at [e-mail].

Perks & Benefits

• Medical/Dental/Vision Insurance
• Life Insurance
• Disability Insurance
• 401k Plan + Company Match
• Stock Purchase Plan
• Paid Vacations/Holidays
• Paid Baby Bonding Leave
• Employee Discounts
• PowerU - 100% Funded Education Programs
• Employee Donation Matching
• Volunteer Hour Rewards
• Learn more at https://sunrun.gobenefits.net/

Salary

Starting salary/wage for this opportunity: $55,222.63 to $73,630.17

Compensation decisions will not be based on a candidate's salary history. You can learn more here.

Sunrun Inc. (Nasdaq: RUN) is the nation’s leading home solar, battery storage, and energy services company. We believe in the power of solar energy to make a real difference in our world. Together, we can tackle the challenges ahead, knowing that every step towards clean energy counts. Join us on this journey towards a more sustainable tomorrow.