Sunrun
solar
Sr.EscalationsExpertBilingual
“Sr. Escalations Expert-Bilingual at Sunrun. Skills: Escalations Management, Customer Resolution, Communication. Manage and resolve escalated customer issues. Serve as customer's single point of contact”
What You'll Achieve.
Achieve customer expectations; Provide accurate and timely resolution; Provide a seamless customer experience; Ensure completion of site visits; Solicit customer satisfaction feedback post escalation resolution
Industry & Context.
thinking outside the box about complex issues
What They're Looking For.
Must Have
Strong knowledge of Escalations & Prevention processes and procedures, 5 + years of relevant work experience, Excellent written and oral communication skills, Ability to work independently on multiple cases with minimal supervision, Must be comfortable interacting with all levels of management, Excellent organizational and time management skills, Meticulous attention to detail
Nice to Have
Bachelor’s degree, customer success, project management, planning, and in-house legal department or coordination experience, Salesforce knowledge
What You'll Do.
Manage and resolve escalated customer issues
Serve as customer's single point of contact
Interact with executives professionally
Form positive relationships with third parties
Contribute to and enforce processes
Deliver world-class customer experience
Set and achieve customer expectations
Provide proactive communication on status
Resolve customer questions and requests
Schedule site visit appointments
Obtain signatures on documents
Document all relevant information
Maintain understanding of solar journey
Maintain understanding of resolution tools
Discuss customer feedback
How You'll Work.
Team & Collaboration
Works directly with Staff Prevention SMEs; Works with customers and internal scheduling teams; Building relationships across teams and with key stakeholders; History of working as a team to accomplish goals; Fosters a collaborative and supportive environment; Co-workers know they can rely on you
Communication Scope
Excellent written and oral communication skills; Effectively explain complex issues to various audiences
Process & Methodology
project management
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