Affiliate Experience Professional

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.

Overview

We are seeking a highly skilled and proactive Affiliate Experience Professional to join our Affiliate Partner team supporting our partner network in Puerto Rico. This role collaborates closely with Account Staff to identify, investigate, manage, resolve, and communicate issues or concerns raised by Affiliate Partners, such as customer concerns, legal escalations, and compliance violations.

The Experience Professional plays a pivotal role in maintaining healthy relationships with our partners, preventing and resolving conflicts and promptly addressing partner escalations. By effectively managing escalations, this role contributes to the overall success of relationships and works to preserve partner and customer experience.

Responsibilities

• Identify, investigate, and effectively resolve escalated issues or concerns raised by Affiliate Partners and customers, ensuring a swift and satisfactory resolution.

• Collaborate closely with Account and Program Staff, providing regular updates on active escalations and ensuring all stakeholders are informed throughout the resolution process.

• Collaborate with Account Executives to seek approval for conflict resolutions, ensuring alignment with company policies and strategies.

• Work in support of Partner Pipeline Managers to resolve aging pipeline-related escalations, leveraging tools and resources to facilitate resolution management.

• Coordinate with Sunrun's general escalation team(s) to address complex or high-priority issues requiring additional support.

• Maintain a comprehensive tracking system to monitor historical escalations by type and volume, analyzing trends to proactively address recurring issues.

• Create and manage service tickets related to escalations, ensuring accurate documentation and timely resolution.

• Communicate final conflict resolutions effectively to Partner Leadership, ensuring transparency and satisfaction.

Qualifications

• Bachelor’s degree or equivalent work experience.

• Bilingual in Spanish and English required.

• Minimum of 3 years of experience in conflict resolution, partner or customer escalations management, or a similar capacity.

• Proven experience in conflict resolution, partner/customer escalations management, or a similar role within a dynamic environment.

• Proficiency in both Spanish and English (spoken and written) is essential.

• Strong analytical skills with the ability to track and analyze escalations to identify trends and propose preventive measures.

• Exceptional communication and interpersonal skills to engage effectively with diverse stakeholders.

• Detail-oriented mindset, adept at managing multiple tasks and priorities simultaneously.

• Collaborative attitude and ability to work within a cross-functional team environment.

Physical Demands

• Be able to remain in a seated position for more than 50 percent of the workday

• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment

• Ability to exert up to 10 pounds of force and occasionally lift and or move up to 15 pounds

• Have adequate visual and hearing acuity to follow instructions, operate office equipment and determine the accuracy of the work assigned

• Ability to perform normal office duties

• Ability to operate office equipment including computers and determine the accuracy of work.

Recruiter:

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:

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.