R&R Case Manager

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

The Field Service Case Manager is responsible for coordinating effective execution of field service work through direct Sunrun branch and/or partner relationships. Customer obsession, excellent communication and a desire to succeed are critical personal characteristics for success. 

Responsibilities 

• Work with field crews, leaders and centralized support team to ensure jobs are ready to be actioned and completed to drive best possible customer experience.

• Serve as a point of contact to customers to effectively coordinate communications around routine Field Service activities and manage Field Service related customer inquiries and escalations as necessary

• Create and dispatch customer appointments in conjunction with Tech routes, schedules and utilization

• Initiate and create tasks to complete further work required for field service dispatches

• Prioritize customer escalations and adjust schedules to work with leadership to determine priority of jobs.

• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management

• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed

• Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. 

Qualifications

• High school diploma or equivalent

• Minimum of 2 years of relevant work experience including customer service experience, scheduling, coordination or case management.

• Basic knowledge of solar installation, construction and/or roofing preferred

• Proactive, energetic and self-motivated 

• Applied knowledge of business metrics

• Must be a self-starter, take on various duties and be able to take initiative when needed

• Independently manage day-to-day activities

• Detail oriented, accurate and poised under pressure

• Strong relationship management skills

• Experience in PowerPoint, Word and Excel or equivalent (GSuite)

• Strong CRM experience, preferably Salesforce

• Proven track record of success in being a member of highly-effective teams and interpersonal relationship while steadfastly pushing self and others for results

• A roll-up-the-sleeves approach; someone who is able to think quickly and creatively and is results-driven complemented by appropriate process orientation

• An excellent time manager, able to balance multiple projects and priorities on a variety of issues, initiatives and objectives concurrently. A person who identifies potential conflicts at early stages and seeks win-win solutions if possible

• Ability to work independently and closely with other members of department and project team

• Strong written and oral communication, analytical, and interpersonal skills

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:

Sunrun provides a variety of benefits to employees, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Other rewards may include annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards. Compensation decisions will not be based on a candidate's salary history. Please note: Employee benefits do not apply to our Fusion and Street Sales roles, which are 100% commission-based, (1099-NEC) positions.

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.