Escalation Specialist — Customer Resolution & Experience

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

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.