Sunrun, Inc

  • Sr. Customer Care Representative

    Location US-CO-Denver
    Category
    Customer Service/Support
    Requisition ID
    2019-13167
    Position Type (Portal Searching)
    Regular Full-Time
  • Overview

     

     

    We are looking for a passionate and talented Team Operations Lead to join our expanding Customer Care team. The Customer Care Operations Lead will help monitor and support our Customer Care call center and supervisors to deliver business goals and objectives.

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES

     

    Responsibilities:

    • Monitors the daily operation of Customer Care department to ensure quality and performance objectives are met
    • Be a knowledge resource and an escalation point for agents
    • Be involved in de-escalation processes and provide feedback to management
    • Assists leadership with day to day business objectives and performance metrics are met
    • Works with Supervisors and Management team to adhere to quality and performance standards
    • Lead by example, motivating and encouraging agents to achieve service level goals
    • Creates a positive work environment by constant communication with associates
    • Initiate actions to improve performance as needed
    • Works closely with Supervisors, QA, Training and reporting to help facilitate department improvements
    • Works with appropriate parties to establish priorities and follow-up on execution including goals and objectives
    • Initiates and implements appropriate actions to ensure department standards and contractual obligations are met
    • Establishes and maintains relationships through strong interpersonal skills
    • Facilitates communication with all levels through group and one-on-one interaction
    • Demonstrates Sunrun Leadership Essentials daily
    • Fill-in for Supervisors as needed
    • Ability to handle Customer Care phone inquiries
    • All other duties as assigned

    Minimum Qualifications:

    • Must be a current full-time employee at Sunrun
    • Must been employed in your current position for at least 6 months
    • You have not been the subject of discipline within the last six months
    • 2+ years managing people, accountable for results in a call center industry
    • A high level of interpersonal and communication skills required
    • Incumbents must be able to lead, teach and persuade others and/or to interact effectively with others at all levels in very difficult situations
    • Demonstrated analytical ability
    • Ability to manage multiple projects and/or tasks
    • Proven organizational planning skills
    • Ability to act and think independently
    • Your current supervisor approves of your intention to apply for position
    • Able to work in a rotating schedule which includes weekends, late night and mornings shifts

    Qualifications

    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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