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Job Details

VP, CX Lifetime Engagement

Location Remote Category Customer Service Job ID R18817
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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 looking for a passionate, metrics driven, and hands-on leader to manage a team of supervisors and individual contributors of our newly created Installation Services Support Team. The Installation Support Services Team is responsible for shepherding customers from the time they sign a Sunrun agreement to the time they reach installation. This is the critical role to ensure that our customers have an amazing experience and your customer obsession is of paramount importance.

Responsibilities

  • Provide an outstanding customer experience

  • Achieve cycle time objectives

  • Team creation, performance management and development

  • Team supervision - both direct customer representatives and supervisors.

  • Listen to calls, review emails and provide direct and immediate feedback to staff members and supervisors

  • Define supplemental metrics, provide reporting and manage to results

  • Identify opportunities and improve processes

  • Evolve program and processes to adapt to changing solar landscape.

  • Create new policies and procedures as needed.

  • Specify and assist with software / technology implementation

  • Processes under management may include: site audit scheduling and changes, verification, documentation collection and management, introductory calls, creating change orders, upselling, obtaining customer approval, scheduling installations, completing final calls, PTO follow-up

  • Support inquiries from customers, coordinators, project planners, branch managers, and sales reps.

  • Manage escalation protocol and escalations from internal and external customers.

  • Resolve issues and provide customer appeasements as needed.

  • Manage a facility and team that operates hours which may span from 5AM-midnight PST 7 days per week.

Qualifications 

  • Bachelor’s degree or equivalent

  • Minimum of 20 years team management

  • Proven history managing and leading teams in a call-center based environment

  • Must have a hands-on, work-in-the-trenches approach

  • Customer facing work experience in either sales or customer service

  • Process engineering and improvement

  • Metrics-based performance management; demonstrable record of meeting and exceeding SLA/Cycle

  • Time goals and customer feedback objectives

  • Call center based technology experience: phone systems, productivity tools

  • Home improvement or solar experience a plus

  • Process improvement methodology experience � Six Sigma, TQM, other

Recruiter:

Danielle Levitan (danielle.levitan@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:

$95,000.00 to $190,000.00

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 will help us create a planet run by the sun for everyone. 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.

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About Us

Sunrun (NASDAQ: RUN) is the number one residential solar provider in the country. At Sunrun, we believe America’s energy future starts at home. As the energy provider of choice, we integrate solar, home battery storage, and electrification into a smart solution for individuals to power their homes, cars, and communities. Join us in our mission to create a planet run by the sun!

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Perks & Benefits

  • Medical/Dental/Vision Insurance
  • Life Insurance
  • Disability Insurance
  • 401k Plan
  • Stock Purchase Plan
  • Paid Vacations/Holidays
  • Paid Baby Bonding Leave
  • Employee Discounts
  • Anniversary Equity Award (based on qualifications)
  • PowerU - 100% Funded Education Programs

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A Commitment to Candidate Experience

At Sunrun our fiercely passionate workforce is our greatest asset and help power our mission to create a planet run by the sun. We strive to have the best in class experience for our candidates. If you had a great experience or you feel there is room for improvement, please reach out to our Director of Talent Acquisition, Kelly Wittman, to share your feedback.

Accommodation for Disabilities

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.

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