Sr. Escalations Expert

At Sunrun, we're on a mission to change the way the world interacts with energy, and we're building a company and brand that puts power at the center of life. To do it, we're designing a dynamic culture where employee development, well-being, and safety come first. It's why we've become the #1 home solar and battery company in America. We're unlike any other residential energy company. Our vertically integrated model gives us total control over every part of the energy lifecycle - from sale through installation and beyond - so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

Who We Are

We're on a mission to make energy more reliable and affordable for more people. We provide an opportunity with storage and solar to help people access greater energy independence without the big upfront costs. Sunrun is the largest dedicated residential solar and storage company in the country and has a mission to bring stably priced resilient power to the masses.

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 (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

Strong knowledge of Escalations & Prevention processes and procedures.
Regularly receives five star ratings and/