Remote Escalation Specialist - Customer Experience

Sunrun Inc.; United States; Remote; USD 58.000 - 78.000; Vollzeit

Zusammenfassung

Sunrun Inc. is seeking an Escalation Expert to remotely resolve complex customer issues and serve as the single point of contact.

You will collaborate with prevention SMEs to strengthen processes and ensure timely, satisfactory outcomes for customers. The role requires strong communication, project management, and independent work across nationwide teams, with proficiency in Google Suite, Excel, PowerPoint, and Salesforce.

Qualifikationen

• High school diploma or equivalent; Bachelor’s degree preferred.
• 3+ years in customer success, project management, planning, or coordination.
• Excellent written and oral communication; ability to explain complex issues clearly.
• Able to manage multiple cases independently in a fast-paced environment.
• Strong collaboration across teams and nationwide stakeholders.
• Proficient with Google Suite, Excel, PowerPoint; Salesforce knowledge preferred.
• Detail-oriented with thorough understanding of Sunrun terms and processes.

Aufgaben

• Manage and resolve escalated customer issues per Sunrun guidelines; single point of contact.
• Work with Staff Prevention SMEs on processes, training, and consequences from insights.
• Deliver world-class customer experience with empathy and a can-do attitude.
• Set and manage customer expectations with proactive case status updates.
• Coordinate site visit appointments with scheduling teams and follow-up.
• Obtain signatures on time-sensitive documents.
• Stay current on solar journey terms, billing, system and battery performance.
• Discuss customer feedback and solicit satisfaction post-resolution.

Kenntnisse

Customer success

Project management

Planning

Coordination

Communication skills

Independent work

Stakeholder management

Google Suite

Excel

PowerPoint

Salesforce

Attention to detail

Learning mindset

Ausbildung

High school diploma

Bachelor’s degree preferred

Tools

Salesforce

Excel

PowerPoint

Google Suite

Jobbeschreibung

Sunrun Inc. is seeking an Escalation Expert to remotely resolve complex customer issues and serve as the single point of contact.

You will collaborate with prevention SMEs to strengthen processes and ensure timely, satisfactory outcomes for customers. The role requires strong communication, project management, and independent work across nationwide teams, with proficiency in Google Suite, Excel, PowerPoint, and Salesforce.