Escalation Expert

About the Role

The Escalations Specialist serves as the single point of contact for all escalated customer issues, resolving them in line with Sunrun guidelines. The role works closely with Staff Prevention SMEs to shape processes, training, and consequences based on escalation insights. It delivers a world‑class, empathetic customer experience through proactive communication, seamless issue resolution, and coordination of site‑visit appointments. The specialist also maintains up‑to‑date knowledge of solar agreements, billing, system performance, and resolution tools, and gathers post‑resolution customer feedback. • Resolve escalated customer issues as the primary point of contact. • Collaborate with Staff Prevention SMEs to develop and enforce escalation processes. • Ensure seamless issue resolution with minimal handoffs across teams. • Schedule and coordinate site‑visit appointments and follow‑up actions. • Secure signatures on time‑sensitive, confidential documents. • Stay informed on solar agreements, billing, system performance, and battery metrics. • Utilize and maintain knowledge of Sunrun’s resolution tools. • Collect and act on customer satisfaction feedback after escalations.

Key Responsibilities

• ▸escalation handling
• ▸process development
• ▸resolution tools
• ▸site coordination
• ▸system knowledge
• ▸feedback analysis

What You Bring

Candidates should have at least a high school diploma, with a bachelor’s degree preferred, and a minimum of three years of relevant experience in customer success, project management, or related fields. Strong written and oral communication skills, the ability to explain complex issues, and a collaborative, reliable team attitude are essential. The role requires independent multitasking in a fast‑paced environment, comfort interacting with all management levels, and proficiency with Google Suite, Excel, PowerPoint, and preferably Salesforce. Attention to detail, excellent organization, and a self‑directed ownership mindset are also required. • Provide empathetic, “can‑do” customer service and proactive case communication. • High school diploma or equivalent; bachelor’s degree preferred. • 3+ years experience in customer success, project management, or related roles. • Excellent written and oral communication; ability to simplify complex topics. • Proven teamwork and reliability across diverse tasks and time constraints. • Ability to work independently, prioritize multiple cases, and meet deadlines. • Comfort interacting with all management levels and building cross‑team relationships. • Proficiency in Google Suite, Excel, PowerPoint; Salesforce experience a plus. • Strong organizational, time‑management, and detail‑orientation 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 independent of salary history. Sunrun is an equal‑opportunity employer that values diversity and provides accommodations for individuals with disabilities. Comprehensive benefits include medical, dental, and vision coverage, 401(k) matching, paid leave, education programs, and various employee incentives. • Medical, dental, and vision insurance. • Life and disability insurance coverage. • 401(k) plan with company match. • Stock purchase plan. • Paid vacation, holidays, and baby‑bonding leave. • Employee discounts and fully funded education programs (PowerU). • Employee donation matching and volunteer hour rewards.

Work Environment

Office Full-Time