Escalation Expert

Sunrun•REMOTE - CO - Colorado, CO

2d•$58,129 - $77,505

About The Position

At Sunrun, the Escalation Expert manages and resolves escalated customer issues in accordance with company guidelines and serves as the customer’s single point of contact. The role delivers an empathetic, can-do customer experience, sets expectations, communicates proactively about case status and next steps, and provides timely, accurate resolutions with minimal handoffs. The Escalation Expert works with Staff Prevention SMEs and internal scheduling teams to improve processes and training based on escalation insights, coordinate site visits, and ensure appropriate follow-up. The position also obtains signatures on time-sensitive, confidential documents; maintains current knowledge of Sunrun’s solar journey, agreement terms, billing, system and battery performance, and resolution tools; and solicits customer feedback after cases are resolved.

Requirements

High school diploma or equivalent education.
At least 3 years of relevant work experience.
Excellent written and oral communication skills, including the ability to explain complex issues to diverse audiences through email, conference calls, one-on-one conversations, and group settings.
Ability to work as part of a team, accomplish goals, and foster a collaborative and supportive environment.
Ability to work independently on multiple cases with minimal supervision in a fast-paced environment and manage and prioritize multiple deadlines.
Comfort interacting with all levels of management and building relationships across teams and with key stakeholders to facilitate case resolution.
Strong proficiency with Google Suite, Excel, and PowerPoint.
Excellent organizational and time management skills.
Meticulous attention to detail and willingness to learn and acquire new skills.
Ability to take responsibility and ownership of issues, including unfamiliar ones.

Nice To Haves

Bachelor’s degree preferred.
Relevant experience in customer success, project management, planning, an in-house legal department, or coordination.
Salesforce knowledge preferred.

Responsibilities

Manage and resolve escalated customer issues in accordance with Sunrun guidelines, serving as the customer’s single point of contact.
Work with Staff Prevention SMEs to contribute to and enforce processes, training, and consequences based on customer escalation insights.
Deliver a world-class customer experience through empathy and a can-do attitude.
Set and achieve customer expectations through all points of contact, providing regular proactive updates about case status, timelines, and next steps.
Resolve customer questions and requests accurately and promptly, providing a seamless experience with minimal handoffs between team members or departments.
Coordinate site visit appointments with customers and internal scheduling teams, ensure visits are completed, and provide appropriate follow-up.
Obtain signatures on time-sensitive and confidential documents.
Maintain current knowledge of the solar journey, including Sunrun agreement terms and obligations, billing, and system and battery performance.
Maintain current knowledge of resolution tools consistent with Sunrun guidelines.
Discuss customer feedback and solicit customer satisfaction feedback after escalation resolution.