Sunrun · 5 months ago
Sr. Escalations Expert
UT, Lehi
Full-time
Onsite
Mid, Senior Level
$65K/yr - $86K/yr
5+ years expSunrun is the #1 home solar and battery company in America, dedicated to changing how the world interacts with energy. The Senior Escalations Expert will focus on customer satisfaction by managing complex customer disputes and ensuring effective communication and resolution processes. This role involves collaborating with various departments to provide a seamless customer experience and prevent future escalations.
BatteryClean EnergyEnergyRenewable EnergySolar
Responsibilities
Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact
Requires no oversight or instruction when directly interacting with executives in a professional and concise manner
Begins forming positive relationships with important third parties, actioning feedback and highlighting Sunrun’s best practices and speedy resolutions
Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights
Deliver world-class customer experience for customers led by empathy and a 'can do' attitude
Set and achieve customer expectations through all points of contact, providing regular proactive communication on case and project status, timelines, and next steps
Provide accurate and timely resolution to customer questions and requests, thinking outside the box about complex issues, providing a seamless customer experience with little or no handoffs between team members or other departments
Work with customers and internal scheduling teams to schedule site visit appointments, ensure completion, and appropriate follow-up
Obtain signatures on time sensitive and confidential documents
Document all relevant information, customer interactions, findings, insights, and resolutions in accordance with standard processes
Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance
Maintain a current understanding of all resolution tools consistent with Sunrun guidelines
Discuss customer feedback and solicit customer satisfaction feedback post escalation resolution
Qualification
Required
Strong knowledge of Escalations & Prevention processes and procedures
Regularly receives five star ratings and/or consistent positive feedback from customers
High school diploma or equivalent education; Bachelor's degree preferred
5+ years of relevant work experience, preferably with customer success, project management, planning, and in-house legal department or coordination experience
Excellent written and oral communication skills, and an ability to effectively explain complex issues to various audiences via email, conference call, one-on-one, and group settings
History of working as a team to accomplish goals and fosters a collaborative and supportive environment; Your co-workers know that they can rely on you to pitch in regardless of the subject matter or time constraints
Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, and able to manage and prioritize multiple deadlines
Must be comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate the resolution of cases, many of whom will be distributed across the country
Strong proficiency with Google Suite, Excel, and PowerPoint, Salesforce knowledge preferred
Excellent organizational and time management skills
Meticulous attention to detail, passionate about diving into the “fine print,” and interested in learning and acquiring new skills
You work best when given complete responsibility and ownership over issues, even if they're new to you
You dig in - there is nothing you're not willing to learn and master - and you sweat the details
Preferred
Bachelor's degree preferred
Salesforce knowledge preferred
Company
Sunrun
Sunrun provides residential solar electricity, storage solutions, and clean energy services to homeowners.
10001+ employees
H1B Sponsorship
Sunrun has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (26)
2024 (26)
2023 (31)
2022 (18)
2021 (15)
2020 (13)
Funding
Current Stage
Public CompanyTotal Funding
$6.45BKey Investors
Massachusetts Clean Energy CenterInvestecIdinvest Partners
2025-09-12Post Ipo Debt· $510M
2025-07-18Post Ipo Debt· $431M
2025-01-28Post Ipo Debt· $629M
Leadership Team
Mary Powell
Chief Executive Officer and Director
James Allred
VP of Sales
Recent News
2026-01-23
2026-01-11
ImpactAlpha
2026-01-11
Company data provided by crunchbase