Escalation Expert

Description

The Escalations Expert collaborates directly with Customer Care, Collections, Field Service, Consumer Compliance, Legal, and executive leadership to ensure high customer satisfaction. This role focuses on de‑escalating customer disputes, managing cases, and delivering seamless, empathetic communication as the trusted single point of contact for escalated issues.

• Manage and resolve all escalated customer issues as the single point of contact.
• Coordinate with Customer Care, Collections, Field Service, Compliance, Legal, and executives to de‑escalate disputes.
• Provide proactive communication on case status, timelines, and next steps.
• Schedule site visit appointments, obtain signatures on time‑sensitive documents, and ensure follow‑up.
• Maintain deep knowledge of Sunrun agreements, billing, system and battery performance, and resolution tools.
• Collect and act on customer satisfaction feedback after escalation resolution.

Requirements

Candidates must have at least a high school diploma (a bachelor’s degree is preferred) and three or more years of relevant experience in customer success, project management, or legal coordination. Strong written and oral communication, teamwork, independent multitasking, and proficiency with Google Suite, Excel, PowerPoint, and preferably Salesforce are essential, along with meticulous attention to detail.

• Require 3+ years of experience in customer success, project management, or legal coordination; high school diploma required, bachelor’s preferred.
• Strong written and oral communication, Google Suite, Excel, PowerPoint; Salesforce preferred; excellent organization and attention to detail.

Benefits

The position offers a salary range of $56,435.65 to $75,247.54, with compensation decisions not based on a candidate’s salary history. Sunrun is an equal‑opportunity employer that provides reasonable accommodations for applicants with disabilities throughout the hiring process.

Sunrun provides comprehensive perks and benefits, including medical, dental, and vision insurance, life and disability coverage, a 401(k) plan with company match, stock purchase plan, paid vacation and holidays, baby bonding leave, fully funded education programs, employee discounts, donation matching, and volunteer hour rewards.

• Offer salary range $56,435.65–$75,247.54 plus benefits including medical/dental/vision, 401k match, stock purchase plan, paid time off, baby bonding leave, education programs, and employee discounts.

Training + Development

Interview process

Visa Sponsorship

Security clearance