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.
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!
Overview
The O&M Dispatcher is key to ensuring company resources (technicians and equipment) are maximized and customer’s issues are resolved as quickly as possible. We are actively monitoring our customer’s solar systems, and the dispatcher is responsible for making contact with customers to get the needed service appointment scheduled. This role requires adaptability to changing circumstances and a high proficiency with solving sophisticated problems. The main responsibilities include scheduling of service appointments, reviewing technician’s findings to update our systems and order equipment, and having a high level of ownership for the technician’s being set up for success each and every day.
Responsibilities/The Impact
+ Apply strong verbal and written communication skills and effective phone techniques to serve as a company ambassador
+ Deliver integrity and quality through outstanding customer service, de-escalating dissatisfied customers as needed
+ Dispatch service tickets to technicians, including scheduling of appointments or adjusting maintenance visits
+ Monitor appointments being scheduled by other departments to ensure the schedule is still optimized (drive routes, technician abilities and pairings) and handle real time changes to the schedule as needed
+ Handle detailed documentation on account records including reviewing quotes to ensure accuracy of invoices for paid services
+ Calculate lost production calculate compensation due to the customer
+ Update serial numbers and assets in our provider portals and Customer Relationship Management (CRM) tool
+ Identify part numbers and place order for equipment accordingly
**Qualifications/How You
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