Senior Executive Escalations Lead

Sunrun; Utah; On-site; USD 65,000 - 86,000; Full time

Job summary

Sunrun in Utah is seeking a Senior Escalations Expert to de-escalate high‑risk customer disputes and coordinate across Customer Care, Collections, Field Service, Compliance, Legal, and executive teams. You will own communications, case management, and ensure timely, high‑quality resolutions that protect Sunrun’s relationships.

The role emphasizes proactive updates, documentation, and alignment with Sunrun policies.

Qualifications

• Strong knowledge of Escalations & Prevention processes and procedures.
• High school diploma or equivalent education; Bachelor’s degree preferred.
• 5+ years of relevant work experience in customer success, project management, planning, or related coordination roles.
• Excellent written and oral communication skills across emails, calls, and meetings.
• Ability to manage multiple cases independently in a fast-paced environment and prioritize deadlines.

Responsibilities

• Manage and resolve escalated customer issues as the single point of contact.
• Interact professionally with executives without oversight.
• Document all interactions and resolutions following standard processes.
• Coordinate with internal teams to schedule site visits and ensure follow-ups.
• Provide proactive communications on case status and next steps.

Skills

Escalations & Prevention processes

Excellent communication

Time management

Independent work

Relationship building

Education

High School Diploma or GED

Bachelor's degree preferred

Tools

Google Suite

Excel

PowerPoint

Salesforce

Job description

Sunrun in Utah is seeking a Senior Escalations Expert to de-escalate high‑risk customer disputes and coordinate across Customer Care, Collections, Field Service, Compliance, Legal, and executive teams. You will own communications, case management, and ensure timely, high‑quality resolutions that protect Sunrun’s relationships.

The role emphasizes proactive updates, documentation, and alignment with Sunrun policies.