Everything we do at Sunrun is driven by a determination to transform the way we power our lives. We know that starts at the individual employee level. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging.
Responsibilities
Owns jobs of a more complex/difficult nature, and coordinating with the EMs on complex duration, preparation, and follow-ups
Owns larger number of markets, or acting as regional BES support, including coordinating regional or cross-regional traveling crew resources
Owns higher volume or more crews
Coordinating special initiatives, such as product rollouts
Scheduling and Calendar Management: Use depth of knowledge in construction and calendar expertise to optimize a safe and dense calendar schedule for field resources and teams;
Support scheduling of installation, home upgrade, and inspection appointments in coordination with CX Pro Team, or customers directly as needed;
Confirm appointments with customer or through CX Pro team 1-2 days prior to scheduled date;
Understand and implement strategies to ensure install, activation, and home upgrade targets are met, in partnership with Operations Leaders on resource capacity and capability;
Identify opportunities for backfill when an appointment is not able to be completed, and coordinate rescheduled appointments with CX Pro team and/or customer directly as needed;
Perform install readiness reviews, to mitigate risk of issues on day on appointments;
Regularly partner with the Electrification Managers on critical pipeline steps between install and activation, identify and act on opportunities improve cycle-time to activation, quality of install work, and customer satisfaction;
Provide accurate and timely resolution to customer questions and requests, directly or through the CX Pro team;
Document all customer interactions in accordance with standard process;
Handle escalated projects in collaboration with stakeholders across the business and where necessary, escalate projects with challenges to CX Manager for resolution;
Identify areas of improvement in our customer journey and work with the CX Manager to implement solutions.
Problem solve project challenges, support teams in removing roadblocks, and escalate issues as needed to ensure quick action and resolution;
Collaborate with other EOps teams to provide feedback, perform root cause analysis of recurring issues, and to innovate new ways to reduce rework and improve customer experience;
Deliver pipeline performance and cycle time insights to the Director of Electrification Operations to support performance-to-target check-in reviews;
Identify, develop, and participate in new or special initiatives, such as new product launches, process enhancements or tool updates.
Qualifications
High school diploma or equivalent education; Bachelor’s degree preferred
Minimum of 3 years of project administration or field construction experience
Prior experience in working in and supporting teams with strong customer communication functions, including call center expertise.
Ability to create dashboards and reports in InContact and/or Dialpad and Salesforce
Solar experience is a plus
Strong leadership or management skills
Ability to prioritize and complete a variety of simultaneous tasks with a high level of organization
Communicate information effectively, both orally and in writing
Must be self-directed and an independent thinker
Acute awareness & ability to manage to deadlines
Highly organized and process oriented
Possess a positive attitude with strong interpersonal skills
Ability and willingness to learn and adapt quickly to rapidly evolving business processes
Physical Demands
Ability to perform normal office duties
Ability to operate office equipment including computers and determine accuracy of work
Ability to interact and participate in meetings
Recruiter:
Farah Ricci (farah.ricci@sunrun.com)
Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower. Please speak with your recruiter to learn more.
Starting salary/wage for this opportunity:
$22.40 to $29.87
Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions.
This description sets forth the general nature and level of the qualifications and duties required of employees in this job classification, as well as some of the essential functions of this role. It is not designed to be a comprehensive inventory of all essential duties and qualifications. If you have a disability or special need that may require reasonable accommodation in order to participate in the hiring process or to perform this role if you are offered employment, please let us know by contacting us at candidateaccomodations@sunrun.com.
Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind. Our commitment to Diversity, Inclusion & Belonging drives our ability to build diverse teams and develop inclusive work environments. At Sunrun, we believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities without consideration of race, color, religion, ethnicity, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.
