Partner Case Manager - Lehi, United States - Sunrun

Sunrun Lehi, United States

2 weeks ago

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.

Overview

The Partner Case Manager is responsible for coordinating effective execution of field service work through direct Sunrun branch and/or partner relationships. Customer obsession, excellent communication and a desire to succeed are critical personal characteristics for success.

Responsibilities

Work with field crews, leaders and centralized support team to ensure jobs are ready to be actioned and completed to drive best possible customer experience.
Serve as a point of contact to customers to effectively coordinate communications around routine Field Service activities and manage Field Service related customer inquiries and escalations as necessary
Create and dispatch customer appointments in conjunction with Tech routes, schedules and utilization
Initiate and create tasks to complete further work required for field service dispatches
Prioritize customer escalations and adjust schedules to work with leadership to determine priority of jobs.
Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management
Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed
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.

Qualifications

High school diploma or equivalent
Minimum of 2 years of relevant work experience including customer service experience, scheduling, coordination or case management.
Basic knowledge of solar installation, construction and/or roofing preferred
Proactive, energetic and self-motivated
Applied knowledge of business metrics
Must be a self-starter, take on various duties and be able to take initiative when needed
Independently manage day-to-day activities
Detail oriented, accurate and poised under pressure
Strong relationship management skills
Experience in PowerPoint, Word and Excel or equivalent (GSuite)
Strong CRM experience, preferably Salesforce
Proven track record of success in being a member of highly-effective teams and interpersonal relationship while steadfastly pushing self and others for results
A roll-up-the-sleeves approach; someone who is able to think quickly and creatively and is results-driven complemented by appropriate process orientation
An excellent time manager, able to balance multiple projects and priorities on a variety of issues, initiatives and objectives concurrently. A person who identifies potential conflicts at early stages and seeks win-win solutions if possible
Ability to work independently and closely with other members of department and project team
Strong written and oral communication, analytical, and interpersonal skills

Recruiter:
Jacquie Hoffman )

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

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