Sr.EscalationsExpert-Bilingual

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. And we’re doing it by designing a dynamic culture where employee development, well-being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with. ****ESSENTIAL DUTIES AND RESPONSIBILITIES**** * **Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact.** * **Requires no oversight or instruction when directly interacting with executives in a professional and concise manner.** * **Begins forming positive relationships with important third parties, actioning feedback and highlighting Sunrun’s best practices and speedy resolutions.** * **Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights.** * **Deliver world-class customer experience for customers led by empathy and a “can do” attitude.** * **Set and achieve customer expectations through all points of contact, providing regular proactive communication on case and project status, timelines, and next steps.** * **Provide accurate and timely resolution to customer questions and requests, thinking outside the box about complex issues, providing a seamless customer experience with little or no handoffs between team members or other departments. ** * **Work with customers and internal scheduling teams to schedule site visit appointments, ensure completion,