Senior Escalation Specialist | Customer Success

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

Job summary

Sunrun is seeking a customer escalation specialist to manage and resolve all escalated customer issues, serving as the single point of contact and delivering world-class service.

You will work with prevention SMEs, coordinate with scheduling teams, obtain signatures, and maintain knowledge of Sunrun terms, billing, and system performance.

This role requires 3+ years of relevant experience, strong communication, teamwork, and proficiency with Google Suite, Excel, PowerPoint, and Salesforce.

Qualifications

• 3+ years of relevant work experience, preferably in customer success or related roles.
• Excellent written and oral communication skills for diverse audiences.
• Ability to prioritize multiple deadlines in a fast-paced environment.
• Comfort interacting with all levels of management and cross-functional teams.

Responsibilities

• Manage and resolve escalated customer issues as the single point of contact.
• Collaborate with Staff Prevention SMEs on processes and training.
• Deliver world-class customer experience with empathy and a can-do attitude.
• Set expectations and provide proactive status updates to customers.
• Coordinate site visit appointments and obtain timely signatures.

Skills

Excellent communication skills

Customer escalation experience

Case management

Strong organizational skills

Google Suite proficiency

Salesforce knowledge preferred

Education

Bachelor’s degree preferred

High school diploma or equivalent

Tools

Salesforce

Excel

PowerPoint

Job description

Sunrun is seeking a customer escalation specialist to manage and resolve all escalated customer issues, serving as the single point of contact and delivering world-class service.

You will work with prevention SMEs, coordinate with scheduling teams, obtain signatures, and maintain knowledge of Sunrun terms, billing, and system performance.

This role requires 3+ years of relevant experience, strong communication, teamwork, and proficiency with Google Suite, Excel, PowerPoint, and Salesforce.