Senior Escalations & Customer Success Expert

Sunrun Inc.; California (MO); On-site; USD 70,000 - 94,000; Full time

Job summary

Sunrun is hiring a specialist to manage escalations and prevention, acting as the single point of contact for customers and coordinating with executives and third parties to resolve issues efficiently.

The role emphasizes delivering a world-class customer experience through empathy, proactive updates, and thorough documentation while partnering with scheduling teams for site visits and timely sign-offs.

Qualifications

• Strong knowledge of Escalations & Prevention processes and procedures.
• Regularly receives five star ratings and/or consistent positive feedback from customers.
• High school diploma or equivalent education; Bachelor’s degree preferred.
• 5+ years of relevant work experience in customer success, project management, planning, and related coordination.
• Excellent written and oral communication skills, able to explain complex issues clearly.
• Proven teamwork and collaboration across teams and time constraints.
• Ability to work independently on multiple cases with minimal supervision.
• Comfort interacting with all levels of management across distributed teams.
• Strong proficiency with Google Suite, Excel, PowerPoint; Salesforce knowledge preferred.
• Excellent organizational and time management skills.

Responsibilities

• Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact.
• Requires no oversight or instruction when directly interacting with executives in a professional and concise manner.
• Begins forming positive relationships with important third parties, actioning feedback and highlighting Sunrun’s best practices and speedy resolutions.
• Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights.
• Deliver world-class customer experience for customers led by empathy and a “can do” attitude.
• Set and achieve customer expectations through all points of contact, providing regular proactive communication on case and project status, timelines, and next steps.
• Provide accurate and timely resolution to customer questions and requests, thinking outside the box about complex issues, providing a seamless customer experience with little or no handoffs between team members or other departments.
• Work with customers and internal scheduling teams to schedule site visit appointments, ensure completion, and appropriate follow-up.
• Obtain signatures on time sensitive and confidential documents.
• Document all relevant information, customer interactions, findings, insights, and resolutions in accordance with standard processes.
• Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance.
• Maintain a current understanding of all resolution tools consistent with Sunrun guidelines.
• Discuss customer feedback and solicit customer satisfaction feedback post escalation resolution.

Skills

Escalations

Prevention processes

Communication skills

Team collaboration

Independent work

Time management

Google Suite

Excel

PowerPoint

Salesforce knowledge

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Salesforce

Job description

Sunrun is hiring a specialist to manage escalations and prevention, acting as the single point of contact for customers and coordinating with executives and third parties to resolve issues efficiently.

The role emphasizes delivering a world-class customer experience through empathy, proactive updates, and thorough documentation while partnering with scheduling teams for site visits and timely sign-offs.