Bilingual Escalations Expert -English​/Spanish; Puerto Rican Dialect

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It’s why we’ve become the #1 home solar and battery company in America. Today, we’re on a mission to change the way the world interacts with energy, and we’re building a company and brand that puts power at the center of life.

And we’re doing it by designing a dynamic culture where employee development, well-being, and safety come first. We’re unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle – from sale through installation and beyond – so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to effectively de-escalate priority, complex, and high risk customer disputes and prevent similar situations in the future. This person will be laser focused on customer communications, internal coordination, case management, and above all, being the beloved and trusted partner for our customers.

The Senior Escalations Expert will be responsible for highly prioritized customer issues related, but not limited, to executive escalations, sensitive accounts, certain legal specialties, pre-activation cases, and other sensitive, high risk escalation categories.

The ideal candidate must be fluent in Spanish and English
, and possess a nuanced understanding of cultural and communication styles to effectively support our Spanish-speaking customers in Puerto Rico. The successful candidate will be expected to provide support that requires a high degree of cultural competence and an ability to be understood clearly by our customers.

• Manage and resolve all escalated customer issues consistent with Sunrun guidelines, serving as the customer’s single point of contact.
• Requires no oversight or instruction when directly interacting with executives in a professional and concise manner.
• Begins forming positive relationships with important third parties, actioning feedback and highlighting Sunrun’s best practices and speedy resolutions.
• Works directly with Staff Prevention SMEs to contribute to, and enforce, processes, training, and consequences based on customer escalation insights.
• Deliver world‑class customer experience for customers led by empathy and a “can do” attitude.
• Set and achieve customer expectations through all points of contact, providing regular proactive communication on case and project status, timelines, and next steps.
• Provide accurate and timely resolution to customer questions and requests, thinking outside the box about complex issues, providing a seamless customer experience with little or no handoffs between team members or other departments.
• Work with customers and internal scheduling teams to schedule site visit appointments, ensure completion, and appropriate follow‑up.
• Obtain signatures on time sensitive and confidential documents.
• Document all relevant information, customer interactions, findings, insights, and resolutions in accordance with standard processes.
• Maintain a current understanding of all aspects of the solar journey, including, but not limited to, Sunrun agreement terms and obligations, billing, system and battery performance.
• Maintain a current understanding of all resolution tools consistent with Sunrun guidelines.
• Discuss customer feedback and solicit customer satisfaction feedback post escalation resolution.

• Strong knowledge of Escalations & Prevention processes and procedures.
• Must be Bilingual in English/Spanish (Puerto Rican dialect)
• Regularly receives five star ratings and/or consistent positive feedback from customers.
• High school diploma or equivalent education;
  Bachelor’s degree preferred.
• 5+ years of relevant work experience, preferably with customer success, project management, planning, and in-house legal department or coordination…