Senior Expert Legal Escalations

Sunrun•Lehi, UT

12d•$66,798 - $89,064

About The Position

The Senior Escalation Expert serves as the primary point of contact for customers experiencing escalated issues, handling the most high-risk cases, including legal and executive-level escalations. This role is responsible for managing case resolution from start to finish within an assigned region, working cross-functionally with internal teams to ensure efficient scheduling, transparent communication, and timely issue resolution. The Senior Escalation Expert also serves as a team lead, assisting Experts with complex cases, providing guidance, and driving best practices for case management. They proactively identify process gaps, provide insights to improve the customer experience, and play a key role in maintaining customer trust. The ideal candidate is solution-oriented, highly organized, and adept at de-escalating the most challenging situations while maintaining a customer-first approach. They must be extremely proficient in both written and verbal communication, capable of clearly and effectively engaging with all levels of management, including executives, as well as attorneys and regulatory agencies. This person thrives in a fast-paced environment and is committed to delivering clear, consistent, and proactive communication to drive customer satisfaction, ensure compliance, and support team success.

Requirements

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 calls, one-on-one, and group settings.
History of working as a team to accomplish goals and fostering a collaborative and supportive environment; Your co-workers know 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, and 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.

Nice To Haves

Salesforce knowledge preferred.

Responsibilities

Serve as the dedicated case manager for escalated customer issues within an assigned region, overseeing resolution from initiation to completion.
Handle multiple escalation categories, which may involve interactions with executives and third parties including insurance third party administrators, attorneys, and regulatory agencies, processing insurance claims, logging into third-party portals, and corresponding with customers on public platforms to ensure comprehensive issue resolution.
Investigate and understand the root cause of the customer’s issue to ensure that all related concerns are fully addressed, preventing future re-escalations and ultimately reducing overall contact rates.
Drive cost-effective solutions by identifying the most efficient path to resolution while ensuring customer satisfaction. Work to minimize unnecessary expenses, negotiate alternatives where possible, and balance cost control with delivering a positive customer experience.
Manage escalations related to solar system performance and home damage, coordinating directly with field crews.
Maintain detailed case documentation in company systems, ensuring all interactions, findings, and resolutions are properly recorded.
Utilize strong negotiation and problem-solving skills to address customer concerns, prevent escalations, and resolve disputes effectively.
Identify recurring issues and contribute to process improvement efforts by sharing insights with relevant regional internal stakeholders.
Monitor case trends and proactively engage with regional leadership to refine escalation handling strategies.
Ensure all actions align with Sunrun policies, regulatory requirements, and service-level agreements.
Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, Sunrun and utility billing, and solar system and battery performance.
Serve as a team lead, assisting Experts with complex cases, providing guidance, and driving best practices for case management.