Sr. Customer Care Representative

Overview:

The Customer Experience Programs team plays a key role in Care’s success by enhancing the customer experience, streamlining processes for agents, and ensuring alignment with associated departments. The Team Lead will support agents who have been assigned projects on the Escalations Management team to devise and implement changes that will improve processes, lower cost, and create a better customer experience.

Responsibilities:

• Efficiently define, organize, and control projects from start to finish; manage follow up changes needed after processes go live
• Provide guidance and direction to team on individual projects to ensure they have the support needed to effectively and efficiently complete a project
• Maintain progress reports so leadership can clearly understand what has been completed and what next steps are needed
• Serve as a subject matter expert (SME) on Care’s processes and ensure other departments and stakeholders are in alignment
• Creatively utilize all resources available when proposing process improvements (Karts, reporting data, customer feedback, external resources, etc.)
• Seek feedback from teams within and outside of Care to understand and improve reoccurring issues and process gaps
• Ensure messaging of process changes is accurate, clear, and delivered consistently across departments
• Stay up to date on changes in our industry and business processes, identify the impact of changes on all processes, materials, and messaging, and work with departments to ensure changes are absorbed
• Generate cost analyses to prioritize projects and measure their effectiveness

Qualifications:

• Proven ability to meet deadlines and key metrics, work independently, be a team player, and drive results in a fast-paced, team-based environment
• Sees the big picture, but is disciplined in rationalizing our ambitious goals with realities of prioritization and day-to-day execution
• Inspires trust and confidence with the team and cross-functional peers, drives the organization to achieve the right outcomes in the right way, builds a winning, human-centered culture
• Strong analytical and technical skills with the ability to quickly understand the technical needs and opportunities in a given department and make data-driven decisions
• Experience successfully managing large projects with multiple stakeholders to completion
• Experience presenting complex solutions at a high level so stakeholders can easily understand and make decisions 
• Integral knowledge of Sunrun’s existing policies and practices
• Minimum of 1-year experience with resolving customer problems
• Passion for investigation; identify the root cause of an issue and explore all possible solutions
• Open-minded to the opinion of others while keeping in line with company and customer goals
• 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)
• Experience with ERP and CRM, preferably Oracle and Salesforce
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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 opportunity 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, or any other basis protected by law. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you have a disability or special need that requires accommodation, please let us know.