Escalation Expert

Sunrun
United States
Workplace: OnsiteFull timeUSD 55,222.63 - 73,630.17Function: Customer Support (Service Desk)Experience: 3+ yearsEducation: high_schoolSkills: ["Communication","Organization","Time management","Attention to detail","Independence"]

Manage and resolve escalated customer issues as the single point of contact, enforcing Sunrun guidelines and contributing to escalation-informed processes and training. Provide proactive updates, set and achieve customer expectations across touchpoints, and deliver timely, accurate resolutions with minimal handoffs. Coordinate site visit scheduling, maintain knowledge of solar journey terms and performance, and gather customer feedback after resolution.

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Sunrun
Sunrun
5 days ago

Escalation Expert

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Manage and resolve escalated customer issues as the single point of contact, enforcing Sunrun guidelines and contributing to escalation-informed processes and training. Provide proactive updates, set and achieve customer expectations across touchpoints, and deliver timely, accurate resolutions with minimal handoffs. Coordinate site visit scheduling, maintain knowledge of solar journey terms and performance, and gather customer feedback after resolution.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Manage and resolve all escalated customer issues in line with Sunrun guidelines as the customer’s single point of contact.
  • •Work with prevention SMEs to contribute to and enforce processes, training, and consequences based on escalation insights.
  • •Set and achieve customer expectations through proactive communication on case status, timelines, and next steps.
  • •Provide accurate and timely resolutions for customer questions and requests with seamless handoffs.
  • •Coordinate with customers and internal scheduling teams to schedule site visits, ensure completion, and follow up appropriately.

Pay and Benefits

Salary: USD 55,222.63 - 73,630.17

Key Requirements

  • •High school diploma or equivalent; Bachelor’s degree preferred.
  • •3+ years of relevant work experience, preferably in customer success, project management/planning, or in-house legal coordination.
  • •Excellent written and oral communication skills to explain complex issues to different audiences via email, calls, and meetings.
  • •Ability to work independently on multiple cases with minimal supervision in a fast-paced environment while managing and prioritizing deadlines.
  • •Strong proficiency with Google Suite and Excel and PowerPoint; Salesforce knowledge preferred.
Experience:3+ years
Education:High School
Skills:CommunicationOrganizationTime managementAttention to detailIndependence
Tech Stack:Google SuiteExcelPowerPointSalesforce

Company Brief

Sunrun
Provides residential solar, battery storage, and energy services that help homeowners generate and manage clean electricity. Sunrun designs, installs, finances, and maintains home solar systems and related products across the United States.
Industry: Solar Energy
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2007
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Glassdoor: 3.7
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