Senior Escalations & Customer Advocate

Sunrun; Lehi (UT); On-site; USD 65,000 - 86,000; Full time

Job summary

Sunrun in Lehi, Utah is seeking a Senior Escalations Expert to partner with Customer Care, Collections, Field Service, Legal and executives to de-escalate high‑priority disputes and prevent recurrences. You will own confidential cases, ensuring clear communication and efficient resolution.

This role demands meticulous case management, cross‑functional collaboration, and a proactive, empathetic approach to customers.

Qualifications

• Needs strong Escalation & Prevention processes knowledge.
• Regularly receives five star ratings and/or positive customer feedback.
• High school diploma or equivalent; Bachelor's degree preferred.
• 5+ years of relevant work experience in customer success, project management, planning, or in-house legal coordination.
• Excellent written and oral communication; able to explain complex issues clearly.
• Demonstrated ability to work in a team and independently with multiple deadlines.
• Strong stakeholder management across departments and levels of management.

Responsibilities

• Manage and resolve escalated customer issues per Sunrun guidelines, as the single point of contact.
• Interact with executives in a professional and concise manner without oversight.
• Build positive relationships with third parties and share best practices for rapid resolutions.
• Contribute to processes, training, and consequences based on escalation insights.
• Deliver world-class customer experience with empathy and a proactive attitude.
• Set expectations and provide regular updates on case status and next steps.
• Provide accurate resolution to customer questions, thinking creatively for complex issues.
• Coordinate with scheduling teams to arrange site visits and follow-ups.
• Obtain signatures on time-sensitive documents and document all interactions.
• Maintain current knowledge of Sunrun terms, billing, and system performance.

Skills

Escalation processes

Communication

Independent work

Multitasking

Team collaboration

Stakeholder management

Case ownership

Education

High school diploma

Bachelor's degree preferred

Tools

Google Suite

Excel

PowerPoint

Salesforce

Job description

Sunrun in Lehi, Utah is seeking a Senior Escalations Expert to partner with Customer Care, Collections, Field Service, Legal and executives to de-escalate high‑priority disputes and prevent recurrences. You will own confidential cases, ensuring clear communication and efficient resolution.

This role demands meticulous case management, cross‑functional collaboration, and a proactive, empathetic approach to customers.