Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life. And we’re doing it by designing a dynamic culture where employee development, well-being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

Responsibilities

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

Remote employees are required to align their work schedules with the core business hours of the region(s) they support. Any exceptions to this schedule must be approved in advance by leadership.

Qualifications

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

Minimum of 2 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:

Cathy Olson (catherine.olson@sunrun.com)

Please note that the compensation information is made in good faith for this position only.  It assumes that the successful candidate will be located in markets within the United States that warrant the compensation.  Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:

$24.36 to $32.48

Compensation decisions will not be based on a candidate's salary history. You can learn more here.

This job description outlines the primary responsibilities, some essential job functions, and qualifications for the role. It may not include all essential functions, tasks, or requirements. If you are a qualified individual with a disability and you need reasonable accommodation during the hiring process or to perform this role, please contact us at candidateaccommodations@sunrun.com.

Sunrun is proud to be an equal opportunity employer that does not tolerate discrimination or harassment of any kind.  We believe that empowering people and valuing their differences are essential for our mission of connecting people to the cleanest energy on earth. Learn more here: EEO | Sunrun