at Sunrun in Springfield, Illinois, United States
Job Description
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.
Responsibilities
+ Scheduling and Calendar Management: Use depth of knowledge in construction and calendar expertise to optimize a safe and dense calendar schedule for field resources and teams
+ Support scheduling of installation, home upgrade, and inspection appointments in coordination with CX Pro Team, or customers directly as needed
+ Confirm appointments with customer or through CX Pro team 1-2 days prior to scheduled date
+ Understand and implement strategies to ensure install, activation, and home upgrade targets are met, in partnership with Operations Leaders on resource capacity and capability
+ Identify opportunities for backfill when an appointment is not able to be completed, and coordinate rescheduled appointments with CX Pro team and/or customer directly as needed
+ Perform install readiness reviews, to mitigate risk of issues on day on appointments;
+ Regularly partner with the Electrification Managers on critical pipeline steps between install and activation, identify and act on opportunities improve cycle-time to activation, quality of install work, and customer satisfaction
+ Provide accurate and timely resolution to customer questions and requests, directly or through the CX Pro team;
+ 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.
+ Problem solve project challenges, support teams in removing roadblocks, and escalate issues as needed to ensure quick action and resolution
+ Collaborate with other EOps teams to provide feedback, perform root cause analysis of recurring issues, and to innovate new ways to reduce rework and improve customer experience
+ Deliver pipeline performance and cycle time insights to the Director of Electrification Operations to support performance-to-target check-in reviews
+ Identify, develop, and participate in new or special initiatives, such as new product launches, process enhancements or tool updates
Qualifications
+ High school diploma or equivalent education; Bachelor’s degree preferred
+ Minimum of 2 years of project administration or field construction experience
+ Prior experience in working in and supporting teams with strong customer communication functions, including call center expertise.
+ Ability to create dashboards and reports in InContact and/or Dialpad and Salesforce
+ Solar experience is a plus
+ Strong leadership or management skills
+ Ability to prioritize and complete a variety of simultaneous tasks with a high level of organization
+ Communicate information effectively, both orally and in writing
+ Must be self-directed and an independent thinker
+ Acute awareness & ability to manage to deadlines
+ Highly organized and process oriented
+ Possess a positive attitude with strong interpersonal skills
+ Ability and willingness to learn and adapt quickly to rapidly evolving business processes
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
Recruiter:
Tommy Carmichael (Thomas.Carmichael@sunrun.com)
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:
$25.46 to $33.95
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 .
