Customer Engagement Supervisor

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

Lead our dynamic solar team with innovation and expertise! As a Solar Customer Engagement Supervisor, you will oversee specialists dedicated to mastering solar technologies and delivering exceptional customer experiences. Your role will involve fostering strong relationships, prioritizing outstanding service, and continuously improving our systems to meet and exceed customer needs.

We're looking for creative thinkers who excel in the complexities of solar energy and consistently surpass customer expectations. Our culture values genuine interactions, making customers feel truly appreciated. This commitment to exceptional service not only delights our customers but also inspires them to share their positive experiences with friends and neighbors.

Join us in solving challenges and optimizing processes to serve our customers better, both now and in the future. Be a part of shaping the future of solar energy with us!

Responsibilities

• Lead a team of 5-star customer service agents to resolve outstanding customer requests post activation

• Set and manage clear metrics and targets for each individual and the team.

• Drives standard contact center operational metrics, including service level, productivity, AHT, Adherence, quality and customer satisfaction.

• Evaluate and manage the resources and processes required for first contact resolution and driving an outstanding customer experience.

• Develop a high performing team through development plans and clear performance management, regular staff meetings 1:1’s and other forms of regular communication.

• Analyze performance data to eliminate bottlenecks and ensure optimal performance and productivity.
  Partner with cross functional teams to ensure that SLA’s are met, processes are followed and improved.

• Serve as point of contact for customer escalations and address issues promptly while modeling proper soft skills when handling escalated calls to ensure customer satisfaction.

• Drive employee engagement through rewards and recognition programs and constantly work to create a culture of enthusiasm and employee development.

​ Qualifications

• Bachelor's degree preferred

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

• Experience managing Accounts Managers is preferred

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.