Customer Engagement Specialist

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

Join our solar team, where innovation meets expertise! We're seeking individuals who think creatively, master the intricacies of solar, and exceed customer expectations. Imagine a workplace where picking up the phone is just the 1st step in building relationships that will last a lifetime. We value genuine interactions, fostering a culture where customers feel valued. Our dedication to exceptional service not only delights customers but also inspires them to spread the word with their friends and neighbors. Join us in solving problems and optimizing systems to meet Customers' needs now and in to the future.

Responsibilities

• Energy Specialist: As an Energy Specialist, you’ll be our customer's trusted point of contact. Your mission is to offer personalized assistance and support, tailoring solutions to their unique needs and preferences. You’ll build enduring connections that go beyond transactions, fostering a culture of care and empowerment.

• Proactive Anticipation: Anticipate customer needs before they arise. By understanding their solar journey, you’ll provide personalized solutions that enhance their experience. Your proactive approach ensures seamless service and exclusive offerings, reinforcing our commitment to excellence.

• Navigating Complexities with Grace: When faced with escalated issues or intricate queries, you’ll handle them efficiently and professionally. Swift resolution and customer satisfaction are your priorities. Leverage your relationships to advocate for their concerns, providing constructive feedback that drives continuous improvement.

• Empowered Account Management: Using your account management skill set, you’ll guide customers through their solar experience. Your negotiation and de-escalation expertise will turn challenging situations into positive outcomes, maintaining trust and confidence.

• Seamless Customer Experience: Think outside the box when resolving complex issues. Ensure accurate and timely responses to customer questions. Your creative thinking and empowered mindset contribute to a seamless journey.

• Enhancing Solar Experiences: Regular account reviews allow you to recommend products and services that enhance each customer’s solar journey. By staying attuned to their evolving needs, you’ll contribute to their long-term satisfaction.

• While handling inbound calls or making an outbound call, you will build lasting relationships by actively listening to callers, confirming or clarifying information, and ensuring our Customer's energy needs are being met. Your goal is to create positive experiences for each caller, building lasting relationships based on trust and reliability.

• You’ll proactively analyze each customer’s account and performance, uncovering unknown issues or celebrating successes. By understanding their needs, you'll contribute to a more personalized, long term relationship with Sunrun.

• Your ability to problem-solve will be crucial. Whether handling escalated issues or unique requests, you’ll find effective solutions prioritizing customer satisfaction and strengthening relationships.

• You’ll work closely with leadership to identify process improvements. By contributing your insights, you’ll enhance the overall customer experience and align with business objectives.

• Upholding company policies and best practices, especially regarding sensitive customer information, demonstrates your commitment to maintaining trust and security in customer interactions
  

Qualifications 

• Demonstrated track record of delivering exceptional customer service, preferably within a high-touch environment.

• Proficiency in fostering trust and rapport with customers, showcasing strong interpersonal skills.

• Exceptional communication prowess, both verbal and written, with acute attention to detail.

• Possesses proactive problem-solving abilities and a customer-centric mindset.

• Maintain composure and professionalism in high-pressure scenarios, adapting adeptly to evolving customer requirements.

• Proficiency in utilizing customer service software, CRM systems, and relevant tools.

• Prior experience catering to VIP or high-value clients is advantageous.

• High School Diploma

• Bachelor's degree preferred

• At least 2-3 years experience with Customer Service or Customer Experience, or Customer Management

• Previous energy or solar experience is not required but preferred

• Experience managing accounts preferred

• Highly proficient with applications such as MS Office, G Suite, DocuSign, and Salesforce including an ability to learn new systems

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.