Massachusetts Green Jobs

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. And we encourage you to invest in yourself and your career through PowerU - Sunrun’s 100% tuition reimbursement program with over 150 educational opportunities.

Responsibilities

• Deliver world-class customer experience for customers as their primary point of contact from project approval to solar activation

• Set and achieve customer expectations through all points of contact, providing regular proactive communication on project status and next steps

• Work with customers to schedule appointments and obtain inputs such as documents or signatures on application forms

• Provide accurate and timely resolution to customer questions and requests

• 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 Customer Success Manager for resolution

• Identify areas of improvement in our customer journey and work with the Customer Success Manager to implement solutions

• Regularly coordinate with the Electrification Managers on pipeline progress and construction capacity, to ensure customers can be activated as expediently at possible

• Collaborate with the Site Audit and Design teams to solve issues and innovate new ways to reduce rework and improve customer experience

• Coordinate with Home Upgrades teams for customers that have home upgrades to ensure timely scheduling and completion of jobs and to provide updates to customers

• Problem solve project challenges, support teams in removing roadblocks, and escalate issues as needed to ensure quick action and resolution

• Deliver pipeline performance and cycle time insights to the Customer Success Manager

• Coordinate with sales, utilities, jurisdictions, sub contractors, build partners, and internal construction manager to ensure a smooth and efficient activation

• Maintain a current understanding of utility, permitting & other external lead times

• Discuss customer feedback and solicit customer satisfaction feedback for both installation and new customer surveys.

Qualifications

• High school diploma or equivalent education; Bachelor’s degree preferred

• Minimum of 2 years of project administration or field construction experience

• A background in customer service with understanding of scheduling techniques.

• Skilled in clearly, concisely and professionally guiding customers through the solar activation process.

• Strong communication skills with the ability to de-escalate, untangle a situation, and resolve customer questions and issues

• History of building and maintaining positive and influential relationships with customers and co-workers.

• Ability to plan and prioritize in alignment with regional goals. Ability to quickly pivot based on impact or importance.

• History of working as a team to accomplish goals and fosters a collaborative and supportive environment

• Strong computer skills including proficiency in Salesforce, Google Suite, MS Word, Excel, and internet use, Oracle experience a plus

• Excellent organizational and time management skills

• Detail-oriented and enjoys working in a fast-paced environment

• Excellent verbal and written communication skills

Recruiter:

This description indicates the general nature and level of thequalifications and duties required of employees in this job classification,as well as the essential functions a person must be able to perform to dothis job. It is not designed to be a comprehensive inventory of all dutiesand qualifications required of employees assigned to this job.

Sunrun is proud to be an equal opportunity employer that does not toleratediscrimination or harassment of any kind. Our commitment to Diversity,Inclusion & Belonging (https://careers.sunrun.com/us/en/diversityandinclusion) drives our abilityto build diverse teams and develop inclusive work environments. At Sunrun,we believe that empowering people and valuing their differences will helpus create a planet run by the sun for everyone.

We are committed to equal employment opportunity without consideration ofrace, color, religion, ethnicity, citizenship, political activity oraffiliation, marital status, age, national origin, ancestry, disability,veteran status, sexual orientation, gender identity, gender expression, sexor gender, or any other basis protected by law. We also consider qualifiedapplicants with criminal histories, consistent with applicable federal,state and local law. If you have a disability or special need that requiresaccommodation, please let us know.