R&R Case Manager

Sunrun • Trenton, NJ

407d • $40,061 - $53,414

About The Position

The Field Service Case Manager at Sunrun is responsible for coordinating the execution of field service work through direct relationships with Sunrun branches and partners. This role emphasizes customer satisfaction, effective communication, and a proactive approach to managing field service operations.

Requirements

• High school diploma or equivalent.
• Minimum of 2 years of relevant work experience, including customer service, scheduling, coordination, or case management.
• Basic knowledge of solar installation, construction, and/or roofing preferred.
• Proactive, energetic, and self-motivated.
• Applied knowledge of business metrics.
• Ability to independently manage day-to-day activities.
• Detail-oriented, accurate, and able to remain poised under pressure.
• Strong relationship management skills.
• Experience with PowerPoint, Word, and Excel or equivalent (GSuite).
• Strong CRM experience, preferably with Salesforce.
• Proven track record of success in effective teamwork and interpersonal relationships, driving results.

Nice To Haves

• Experience in a fast-paced environment.
• Familiarity with solar energy systems and installations.

Responsibilities

• Work with field crews, leaders, and centralized support teams to ensure jobs are ready for action and completed to enhance customer experience.
• Serve as a point of contact for customers to coordinate communications regarding routine Field Service activities and manage inquiries and escalations.
• Create and dispatch customer appointments in alignment with technician routes, schedules, and utilization.
• Initiate and create tasks for further work required for field service dispatches.
• Prioritize customer escalations and adjust schedules in collaboration with leadership to determine job priorities.
• Complete daily tasks within established timelines by prioritizing multiple tasks across projects with minimal management direction.
• Meet all identified team and client performance metrics, goals, and deadlines in a fast-paced, high-performing team environment, providing backup support to other teams as needed.
• Build relationships and work closely with customers, co-workers, and all organizational levels to provide necessary updates and reporting.

Benefits

• Health insurance coverage
• Wellbeing program
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Annual bonus eligibility based on performance
• Short- and long-term incentives
• Program-specific awards

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Specialty Trade Contractors
• Education Level: High school or GED