Sunrun, Inc

  • Customer Care Representative 3

    Location US-CO-Denver
    Category
    Customer Service/Support
    Requisition ID
    2018-11378
  • Overview

    TITLE: Customer Care Representative – Tier 3
     
    POSITION SUMMARY
    The Customer Care Specialist Tier III position provides professional, quality, and "best in class" service for existing and prospective customers by using a consultative approach that reflects the culture and philosophies of Sunrun. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, letter, fax, and data entry.
     
    This role is responsible for facilitating, analyzing, and resolving customer issues, as well as providing product support and follow-up to resolve concerns in an accurate and timely manner.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES (including but not limited to)
    • Representing Sunrun and its partners in escalated customer issues and complaints through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
    • Act as responsible single point of contact for complex issues that require multiple points of contact both with internal and external parties as ultimate escalation level.
    • Negotiating successfully and diplomatically to the best interest of Sunrun, its customers, and its partners.
    • Accurate preparation of complex financial data including Rate Modifications and Savings Analysis.
    • Non-standard, non-scripted dialogues with high visibility and exposure to legal department as well as company executives.
    • Handling issues with diplomacy to avoid social media and other escalations.
    • Advocate for the customer across all functional disciplines and channel partners to resolve customers’ inquiries in order to retain or re-establish customers’ confidence in Sunrun.
    • Serve as a subject matter expert (SME) in at least one of the following areas: Savings/Rate Modification, ERP, SREC’s, Utility Engagement, Insurance, Fleet Operations or Operations.
    • Recommends & project manages improvements of service, product, and procedures to support operational excellence or to prevent future issues of a similar nature.
    • Proactively report any training needs or system error/discrepancies to QA/Training team and support its efforts.
    • Ability to effectively and efficiently handle 60+ customer cases at a time, assuring prompt and expeditious follow-up.
    • Troubleshoots and problem solves customer issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
    • Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
    • Complete other tasks as deemed appropriate by manager.

    Qualifications

    REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS) 
    • 5+ years of customer service experience, preferably in technical support.
    • Proven high level of ability in working with MS Office Suite, especially with MS Excel (including reporting and visualization of data).
    • Proficiency with Google@Work Suite (Calendar, Sheets, Drive, Gmail).
    • Touch typing at least 50 WPM.
    • Experience with ERP and CRM, preferably Oracle and Salesforce.
    • Highly Desirable: Real estate experience, finance background and/or solar industry.
    • Excellent interpersonal, verbal, and written communication skills.
    • Proven ability to establish rapport, build relationships and loyalty with external and internal customers and coworkers; remains tactful when communicating negative information.
    • Demonstrates ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion.
    • Demonstrates ability to maintain composure while de-escalating and professionally negotiating  high-tension situations on a routine basis.
    • Strong retention skills with the ability to simultaneously combine and streamline several process flows.
    • Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively, and execute tasks with minimum supervision.
    • Strong organization and time management skills.  Ability to remain focused and productive with tasks that may be repetitive. Strong attention to detail and accuracy.
    • Solid logical decision making and troubleshooting skills with the ability to problem solve in a timely and effective manner.  Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate persons and follow up accordingly with the customer. Knows when to involve supervisors.
    • Ability to maintain a high level of confidentiality by handling sensitive and private customer information in accordance to Sunrun’s policies and regulatory requirements.
    • Embraces change and is flexible to the needs of the business and team.
    • Proven ability to meet deadlines and key metrics, work independently, as a team player, and drives results in a fast-paced, team-based environment.  Must be willing to assist teammates and build strong relationships to achieve company and department goals.
    • Ability to accept and apply coaching and feedback from leadership.
    • Proven track record of reliability and a strong work ethic is a must.
     
    PHYSICAL DEMANDS
    While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear.   The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
    DISCLAIMER
    This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job.  It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.   
     
    Sunrun Inc. and its subsidiaries are equal opportunity employers and make employment decisions on the basis of merit and business need.  We hire without consideration to race, color, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.

    DISCLAIMER

     

    This description indicates the general nature and level of the qualifications and duties required of employees in this job classification, as well as the essential functions a person must be able to perform to do this job.  It is not designed to be a comprehensive inventory of all duties and qualifications required of employees assigned to this job.  
     
    Sunrun Inc. and its subsidiaries are equal opportunity employers and make employment decisions on the basis of merit and business need.  We hire without consideration to race, color, religion, citizenship, political activity or affiliation, marital status, age, national origin, ancestry, disability, veteran status, sexual orientation, gender identity, gender expression, sex or gender, or any other basis protected by law.

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