Escalation Specialist - Solar Customer Success

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

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