Senior Escalations Specialist — Customer Care Leader

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

Benefits offered by this job

Medical/Dental/Vision

Life Insurance

Disability Insurance

401k Match

Stock Purchase Plan

Paid Vacations

Baby Bonding Leave

Employee Discounts

PowerU Education

Donation Matching

Volunteer Rewards

Job summary

Sunrun Inc. in Lehi, Utah, seeks a Senior Escalations Expert to de-escalate priority disputes, coordinate cross-functionally, and act as a trusted partner for customers.

You’ll handle executive escalations, sensitive accounts, and high-risk cases with a focus on satisfaction and timely resolution. Responsibilities include guiding frontline teams, maintaining case documentation, and ensuring proactive communication while staying aligned with Sunrun policies and compliance.

Qualifications

• Strong knowledge of Escalations & Prevention processes and procedures.
• Consistently obtains five-star ratings or positive feedback from customers.
• Formal education as listed; degree preferred for advanced requirements.
• 5+ years in customer success, project management, or related coordination roles.
• Excellent written and verbal communication across audiences and channels.
• Collaborative, proactive, and capable of independent case handling.
• Comfort with interacting with executives and stakeholders nationwide.
• Proficient with Google Suite, Excel, PowerPoint; Salesforce knowledge preferred.

Responsibilities

• Manage and resolve escalated issues as the primary contact with customers.
• Build positive relationships and promote Sunrun best practices and fast resolutions.
• Contribute to processes, training, and consequences based on escalation insights.
• Deliver world-class customer experience with empathy and a can-do attitude.
• Communicate status, timelines, and next steps across touchpoints.
• Provide timely resolutions and minimize handoffs between teams.
• Coordinate site-visit scheduling and follow-up with customers.
• Obtain signatures for time-sensitive documents and maintain records.
• Stay current on Sunrun terms, billing, and system performance.
• Use resolution tools effectively in line with Sunrun guidelines.

Skills

Escalations & Prevention

Customer success

Project management

Planning

Legal coordination

Communication

Google Suite

Salesforce

Excel

PowerPoint

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Salesforce

Google Suite

Excel

PowerPoint

Job description

Sunrun Inc. in Lehi, Utah, seeks a Senior Escalations Expert to de-escalate priority disputes, coordinate cross-functionally, and act as a trusted partner for customers.

You’ll handle executive escalations, sensitive accounts, and high-risk cases with a focus on satisfaction and timely resolution. Responsibilities include guiding frontline teams, maintaining case documentation, and ensuring proactive communication while staying aligned with Sunrun policies and compliance.