Senior Escalations Expert – Bilingual

📋 Description

• Oversee and resolve all escalated customer concerns in alignment with Sunrun's guidelines, acting as the sole point of contact for the customer.

• Demonstrate independence and professionalism when engaging with executives, requiring no supervision or guidance.

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

• Collaborate closely with Staff Prevention Subject Matter Experts (SMEs) to develop and enforce processes, training, and consequences derived from customer escalation feedback.

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

• Establish and meet customer expectations through all communication channels, offering regular updates on case and project status, timelines, and next steps.

• Deliver accurate and timely resolutions to customer inquiries and requests, employing creative problem-solving for complex issues to ensure a smooth customer experience with minimal handoffs.

• Coordinate with customers and internal scheduling teams to arrange site visit appointments, confirm completions, and ensure appropriate follow-up.

• Secure signatures on time-sensitive and confidential documents.

• Accurately document all relevant information, customer interactions, findings, insights, and resolutions in line with standard procedures.

• Keep an updated understanding of all elements of the solar journey, including but not limited to Sunrun agreement terms, billing, and system and battery performance.

• Stay informed about all resolution tools in keeping with Sunrun guidelines.

• Engage in discussions regarding customer feedback and seek satisfaction feedback following escalation resolution.

⛳️ Requirements

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

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

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

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

• Exceptional written and verbal communication skills, with the ability to clearly explain complex issues to diverse audiences via email, conference calls, one-on-one, and group interactions.

• Proven track record of teamwork, contributing to a collaborative and supportive environment; colleagues can count on you to assist, regardless of the subject matter or time constraints.

• Ability to independently manage multiple cases with minimal oversight in a fast-paced setting while effectively prioritizing various deadlines.

• Comfortable engaging with all levels of management, building 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; Salesforce knowledge is preferred.

• Outstanding organizational and time management skills.

• Keen attention to detail, with a passion for delving into the “fine print,” alongside a willingness to learn and develop new skills. You thrive when given full responsibility and ownership of issues, even if they are unfamiliar; you are eager to dive in, learn, and master new challenges, paying close attention to all 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