Escalation Expert

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

Job summary

Sunrun is seeking a customer escalation specialist in the United States (Utah - Lehi) to own and resolve escalated customer issues. You will work with prevention SMEs, ensuring a seamless experience and proactive updates.

You will coordinate with internal teams, manage multiple cases, and stay informed about Sunrun terms, billing, and solar system performance. Strong communication and organizational skills are essential for success.

Qualifications

• 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 explain complex issues effectively via email, calls, or meetings.
• History of teamwork and collaboration; reliable to pitch in across time constraints.
• Ability to manage multiple cases independently in a fast-paced environment with minimal supervision.
• Comfort interacting with all levels of management across distributed teams.
• Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred.
• Excellent organizational and time management skills.
• Meticulous attention to detail and willingness to learn and master new skills.

Responsibilities

• Manage and resolve all escalated customer issues following Sunrun guidelines.
• Collaborate with Staff Prevention SMEs to improve processes, training, and consequences from escalation insights.
• Provide world-class customer experience with empathy and a can-do attitude.
• Set clear customer expectations with proactive status updates and next steps.
• Provide accurate, timely resolutions with minimal handoffs between teams.
• Coordinate with customers and internal scheduling to arrange site visit appointments and follow up.
• Obtain signatures on time-sensitive and confidential documents.
• Maintain knowledge of the solar journey, Sunrun terms, billing, and system performance.
• Stay current with resolution tools in Sunrun guidelines.
• Discuss customer feedback and gather satisfaction data after escalation resolution.

Skills

Communication skills

Team collaboration

Independent work

Time management

Proficient with Google Suite

Excel

PowerPoint

Salesforce knowledge

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Salesforce

Google Suite

Excel

PowerPoint

Job description

At Sunrun, 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.

Who We Are

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.

• 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 (education, Experience, Certifications, And Other Skills)

• 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.

Please note that the compensation information is made in good faith for this position only. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation. Please speak with your recruiter to learn more.

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.

This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. 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].

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. Learn more here: EEO | Sunrun