Sunrun

1 week ago

Sr. Escalations Expert

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Manage and resolve escalated, complex, and high-risk customer disputes as a single point of contact, de-escalating issues through expert customer communication and proactive case management. Coordinate with Customer Care, Collections, Field Service, Consumer Compliance, Legal, and executives to set expectations, provide timely resolutions, and schedule site visit follow-ups. Leverage Escalations & Prevention insights to improve processes, training, and outcomes while maintaining accurate documentation.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Manage and resolve escalated customer issues in line with Sunrun guidelines as the customer’s single point of contact.
•Provide professional, concise executive-level communication with no oversight or instruction when interacting with executives.
•Set and achieve customer expectations with proactive updates on case status, timelines, and next steps.
•Coordinate with internal teams and customers to schedule site visit appointments and ensure completion and follow-up.
•Document customer interactions and maintain up-to-date understanding of the solar journey, resolution tools, and agreement obligations.

Pay and Benefits

Salary: USD 64,852.52 - 86,470.02

Key Requirements

•5+ years of relevant work experience, preferably in customer success, project management/planning, and/or in-house legal coordination.
•Strong knowledge of escalations and prevention processes and procedures.
•Excellent written and oral communication skills to explain complex issues via email, calls, and group settings.
•Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred.
•Ability to work independently on multiple cases with minimal supervision while managing and prioritizing deadlines.

Experience:5+ years

Education:High School

Skills:CommunicationEmpathyOrganizationCollaborationOwnership

Tech Stack:Google SuiteExcelPowerPointSalesforce

Company Brief

Sunrun

Industry: Solar Energy

Website

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Sunrun

1 week ago

Sr. Escalations Expert

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Mid level

Key Responsibilities

•Manage and resolve escalated customer issues in line with Sunrun guidelines as the customer’s single point of contact.
•Provide professional, concise executive-level communication with no oversight or instruction when interacting with executives.
•Set and achieve customer expectations with proactive updates on case status, timelines, and next steps.
•Coordinate with internal teams and customers to schedule site visit appointments and ensure completion and follow-up.
•Document customer interactions and maintain up-to-date understanding of the solar journey, resolution tools, and agreement obligations.

Pay and Benefits

Salary: USD 64,852.52 - 86,470.02

Key Requirements

•5+ years of relevant work experience, preferably in customer success, project management/planning, and/or in-house legal coordination.
•Strong knowledge of escalations and prevention processes and procedures.
•Excellent written and oral communication skills to explain complex issues via email, calls, and group settings.
•Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred.
•Ability to work independently on multiple cases with minimal supervision while managing and prioritizing deadlines.

Experience:5+ years

Education:High School

Skills:CommunicationEmpathyOrganizationCollaborationOwnership

Tech Stack:Google SuiteExcelPowerPointSalesforce

Company Brief

Sunrun

Industry: Solar Energy

Website