[Hiring] Senior Escalations Expert-Bilingual @Sunrun

Role Description

• 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.

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, 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.
• 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.
• 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.

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.
• 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.
• 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.

Benefits

• Starting salary/wage for this opportunity: $70,314.09 to $93,752.12.
• Compensation decisions will not be based on a candidate's salary history.