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.

Do you believe in a sustainable future where everyone can access the power they need, whenever they need it? At Sunrun, we believe that future starts today! We offer power that is reliable, for when the electricity grid isn’t. Rechargeable, for when uncertain days become nights. Affordable, so it’s accessible to more families. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging. Come join the thousands of Sunrunners already powering their potential at Sunrun!

The Customer Experience Professional (CX Pro) is responsible for ensuring a world-class customer experience from the time the customer signs an agreement to when the system is activated and producing power. This person will be laser focused on customer communications, internal coordination, pipeline management, and above all, being the beloved and trusted partner for our customers and sales representatives.

Learn more HERE from Matthew, a current Customer Experience Professional. Matthew shares that coming to work each day is a joy because of the people he works with and the support he receives on a daily basis from his manager.

DUTIES AND RESPONSIBILITIES

• Deliver world-class customer experience for customers, in partnership with the sales rep, as their primary point of contact from customer signature to solar activation

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

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

• Highly proficient project pipeline management guiding the solar projects through the funnel from Sale to Activation

• Provide accurate and timely resolution to customer questions and requests

• 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

• 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 CX Manager for resolution

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

• Regularly coordinate with the Sales Rep, Branch Efficiency Specialist and Electrification Managers on pipeline progress and construction capacity, to ensure customers can be activated as expediently as possible

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

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

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

• High school diploma or equivalent education; Bachelor’s degree preferred or related job experience

• Minimum of 2 years of project administration, project management or field construction experience

• Exceptional customer engagement skills and maintaining positive relationships with every interaction

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

• Ability to build and maintain positive and influential relationships with customers and co-workers

• 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

PHYSICAL DEMANDS

• Ability to perform normal office duties

• Ability to operate office equipment including computers and determine accuracy of work

• Ability to interact and participate in meetings

This position represents Sunrun in a branch or remote setting. This customer support role involves remaining in a seated position for more than 75% of the workday, with the exception of meal and break periods. During your shift, your work involves sufficient arm, hand, finger dexterity as well as sufficient visual and hearing acuity to operate a phone, computer keyboard or other office equipment and to follow instructions and control accuracy of the work assigned. This position also requires the ability to work alone and self supervise in a branch or remote setting. The ability to communicate fluently in English is an essential function of this role. Fluency in another language besides English is a plus.

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.

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 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.