Job Description

We are seeking a Customer Success Specialist to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues. RESPONSIBILITIES:

• Handle customer inquiries and complaints

• Work with customers to schedule appointments and obtain inputs such as documents or signatures on application forms

• Deliver world-class customer experience for customers as their primary point of contact from project approval to solar activation

• Deliver world-class customer experience for customers as their primary point of contact from project approval to solar activation

• Set and achieve customer expectations through all points of contact, providing regular proactive communication on project status and next steps

• Work with customers to schedule appointments and obtain inputs such as documents or signatures on application forms

• Provide accurate and timely resolution to customer questions and requests

• Document all customer interactions in accordance with standard process

• Handle escalated projects in collaboration with stakeholders across the business and where necessary, escalate projects with challenges to Customer Success Manager for resolution

• Identify areas of improvement in our customer journey and work with the Customer Success Manager to implement solutions

• Regularly coordinate with the Electrification Managers on pipeline progress and construction capacity, to ensure customers can be activated as expediently at possible

• Collaborate with the Site Audit and Design teams to solve issues and innovate new ways to reduce rework and improve customer experience

• Coordinate with Home Upgrades teams for customers that have home upgrades to ensure timely scheduling and completion of jobs and to provide updates to customers

• Problem solve project challenges, support teams in removing roadblocks, and escalate issues as needed to ensure quick action and resolution

• Deliver pipeline performance and cycle time insights to the Customer Success Manager

• Coordinate with sales, utilities, jurisdictions, sub contractors, build partners, and internal construction manager to ensure a smooth and efficient activation

• Maintain a current understanding of utility, permitting & other external lead times

• Discuss customer feedback and solicit customer satisfaction feedback for both installation and new customer surveys.

​QUALIFICATIONS:

• A background in customer service with understanding of scheduling techniques.

• Skilled in clearly, concisely and professionally guiding customers through the solar activation process.

• Strong communication skills with the ability to de-escalate, untangle a situation, and resolve customer questions and issues

• History of building and maintaining positive and influential relationships with customers and co-workers.

• Ability to plan and prioritize in alignment with regional goals. Ability to quickly pivot based on impact or importance.

• History of working as a team to accomplish goals and fosters a collaborative and supportive environment

• Strong computer skills including proficiency in Salesforce, Google Suite, MS Word, Excel, and internet use, Oracle experience a plus

• Excellent organizational and time management skills

• Detail-oriented and enjoys working in a fast-paced environment

• Excellent verbal and written communication skills

Company Description

Power your potential with the leading U.S. solar, storage and energy services company. Are you looking to position yourself in a high growth high impact career? The time for solar is now, and Sunrun's hiring!