Escalation Expert

About the Role

The Customer Escalation Specialist serves as the single point of contact for all escalated customer issues, ensuring they are resolved in line with Sunrun guidelines. The role works closely with staff prevention SMEs to enforce processes, training, and consequences based on escalation insights. It also coordinates site‑visit appointments, secures time‑sensitive signatures, and maintains up‑to‑date knowledge of agreements, billing, and system performance, delivering a seamless experience with minimal handoffs. • Resolve escalated customer issues as the sole point of contact following Sunrun guidelines. • Collaborate with Staff Prevention SMEs to enforce escalation processes, training, and consequences. • Schedule and coordinate site‑visit appointments, ensuring completion and appropriate follow‑up. • Obtain time‑sensitive and confidential signatures on required documents. • Communicate proactively with customers about case status, timelines, and next steps. • Gather post‑resolution feedback to assess customer satisfaction.

Key Responsibilities

• ▸escalation management
• ▸process enforcement
• ▸site scheduling
• ▸signature collection
• ▸customer communication
• ▸feedback gathering

What You Bring

Candidates must have at least a high school diploma, with a bachelor’s degree preferred, and three or more years of relevant experience in customer success, project management, or related fields. Strong written and verbal communication skills are required, along with the ability to explain complex issues to diverse audiences. The position demands independent multitasking in a fast‑paced environment, proficiency in Google Suite, Excel, PowerPoint, and preferably Salesforce, as well as meticulous attention to detail. • Maintain thorough knowledge of Sunrun agreement terms, billing, system and battery performance. • Possess 3+ years of experience in customer success, project management, or related areas. • Demonstrate excellent written and oral communication, capable of explaining complex issues. • Work independently on multiple cases, prioritize deadlines, and thrive in a fast‑paced environment. • Proficient with Google Suite, Excel, PowerPoint; Salesforce experience preferred. • Detail‑oriented with strong organizational and time‑management skills.

Requirements

• ▸google suite
• ▸excel
• ▸powerpoint
• ▸salesforce
• ▸bachelor's
• ▸3+ years

Benefits

The position offers a salary range of $58,128.72 to $77,504.97, with compensation decisions not based on salary history. Sunrun is an equal‑opportunity employer that values diversity and provides accommodations for qualified individuals with disabilities. Recruiter contact: Tyrone Taylor ([email protected]). Sunrun provides a comprehensive benefits package that includes medical, dental and vision insurance, life and disability coverage, a 401(k) plan with company match, and a stock purchase plan. Employees also receive paid vacation, holidays, baby‑bonding leave, employee discounts, fully funded education programs, donation matching, and volunteer hour rewards. Additional details are available at the company benefits portal. • Competitive salary ($58k‑$77k) plus health, 401(k) match, stock purchase, paid time off, baby‑bonding leave, education programs, and volunteer rewards.

Work Environment

Office Full-Time