Sr. Escalations Expert

3 weeks ago

Sacramento, California, United States Sunrun Full time

Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.

ESSENTIAL DUTIES AND 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.

REQUIREMENTS

  • 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, preferably with customer success, project management, planning, and in-house legal department or coordination experience.
  • Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings.
  • History of working as a team to accomplish goals and fosters a collaborative and supportive environment; Your co-workers know that they can rely on you to pitch in regardless of the subject matter or time constraints.
  • Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines.
  • Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases, many of whom will be distributed across the country.
  • Strong proficiency with Google Suite, Excel, and PowerPoint, Salesforce knowledge preferred.
  • Excellent organizational and time management skills.
  • Meticulous attention to detail, passionate about diving into the "fine print," and interested in learning and acquiring new skills.
  • You work best when given complete responsibility and ownership over issues, even if they're new to you.
  • You dig in - there is nothing you're not willing to learn and master - and you sweat the details.

Recruiter:

Jacquie Hoffman )

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed.Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower.Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

$73,476.90 to $97,969.20

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate's salary history will not be used in compensation decisions.

This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at .


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