Bilingual Senior Escalations Expert

📋 Description

• Oversee and address all escalated customer concerns in accordance with Sunrun guidelines, acting as the sole point of contact for the customer.

• Operate independently and without supervision when engaging with executives, maintaining professionalism and clarity.

• Start building positive relationships with key third parties, implementing feedback and showcasing Sunrun’s best practices and prompt solutions.

• Collaborate directly with Staff Prevention Subject Matter Experts (SMEs) to develop and enforce processes, training, and consequences based on insights from customer escalations.

• Provide an exceptional customer experience driven by empathy and a proactive attitude.

• Set and meet customer expectations across all interactions, offering consistent proactive updates on case and project status, timelines, and next steps.

• Deliver accurate and timely resolutions to customer inquiries and requests, employing creative thinking for complex issues to ensure a seamless customer experience with minimal handoffs.

• Coordinate with customers and internal scheduling teams to arrange site visit appointments, ensuring completion and proper follow-up.

• Collect signatures on urgent and confidential documents promptly.

• Record all pertinent information, customer interactions, findings, insights, and resolutions in compliance with standard procedures.

• Maintain an up-to-date understanding of all elements of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, and system and battery performance.

• Keep current with all resolution tools in alignment with Sunrun guidelines.

• Engage in discussions regarding customer feedback and seek customer satisfaction insights following the resolution of escalations.

⛳️ Requirements

• In-depth knowledge of Escalations & Prevention processes and procedures.

• Consistently receives five-star ratings and/or ongoing positive feedback from customers.

• High school diploma or equivalent; Bachelor's degree preferred.

• Over 5 years of relevant experience, ideally in customer success, project management, planning, or coordination within a legal department.

• Exceptional written and verbal communication skills, capable of clearly explaining complex issues to diverse audiences through email, conference calls, one-on-one interactions, and group settings.

• Proven track record of teamwork to achieve objectives, fostering a collaborative and supportive environment; colleagues can depend on you to assist regardless of the topic or time constraints.

• Ability to independently manage multiple cases with minimal oversight in a fast-paced environment, prioritizing and meeting various deadlines.

• Comfortable engaging with all management levels, cultivating relationships across teams and with key stakeholders to facilitate case resolutions, many of whom may be located nationwide.

• Strong proficiency in Google Suite, Excel, and PowerPoint; knowledge of Salesforce is a plus.

• Excellent organizational and time management capabilities.

• Keen attention to detail, enthusiastic about examining the “fine print,” and eager to learn and acquire new skills.

• Thrives when given full responsibility and ownership over issues, even unfamiliar ones.

• Demonstrates a willingness to learn and master all aspects of the role, paying close attention to details.

🏝️ Benefits

• Medical/Dental/Vision Insurance

• Life Insurance

• Disability Insurance

• 401k Plan + Company Match

• Stock Purchase Plan

• Paid Vacations/Holidays

• Paid Baby Bonding Leave

• Employee Discounts

• PowerU - 100% Funded Education Programs

• Employee Donation Matching

• Volunteer Hour Rewards