Senior Expert Legal Escalations

We’re on a mission to change the way the world interacts with energy, building a company and brand that puts power at the center of life. Our vertically integrated model gives us total control over every part of the energy lifecycle—from sale through installation and beyond—offering endless opportunities for growth. Sunrun is the largest dedicated residential solar and storage company in the U.S., providing solar and storage solutions to help people access greater energy independence without big upfront costs.

About the role

The Senior Escalation Expert serves as the primary point of contact for customers experiencing escalated issues, handling high-risk cases, including legal and executive-level escalations. This role manages case resolution from start to finish within an assigned region, working cross-functionally with internal teams to ensure efficient scheduling, transparent communication, and timely issue resolution. The Senior Escalation Expert also serves as a team lead, assisting Experts with complex cases, providing guidance, and driving best practices for case management. They proactively identify process gaps, provide insights to improve the customer experience, and play a key role in maintaining customer trust.

The ideal candidate is solution-oriented, highly organized, and adept at de-escalating challenging situations while maintaining a customer-first approach. They must be proficient in both written and verbal communication, capable of engaging with all levels of management, including executives, attorneys, and regulatory agencies. This person thrives in a fast-paced environment and is committed to delivering clear, consistent, and proactive communication to drive customer satisfaction, ensure compliance, and support team success.

Responsibilities

• Serve as the dedicated case manager for escalated customer issues within an assigned region, overseeing resolution from initiation to completion.
• Handle multiple escalation categories, including interactions with executives, third-party administrators, attorneys, and regulatory agencies; process insurance claims, log into third-party portals, and correspond with customers on public platforms.
• Investigate and understand the root cause of customer issues to ensure all related concerns are fully addressed, preventing future re-escalations and reducing overall contact rates.
• Drive cost-effective solutions by identifying the most efficient path to resolution while ensuring customer satisfaction; minimize unnecessary expenses and negotiate alternatives where possible.
• Manage escalations related to solar system performance and home damage, coordinating directly with field crews.
• Maintain detailed case documentation in company systems, ensuring all interactions, findings, and resolutions are properly recorded.
• Utilize strong negotiation and problem-solving skills to address customer concerns, prevent escalations, and resolve disputes effectively.
• Identify recurring issues and contribute to process improvement efforts by sharing insights with relevant regional internal stakeholders.
• Monitor case trends and proactively engage with regional leadership to refine escalation handling strategies.
• Ensure all actions align with Sunrun policies, regulatory requirements, and service-level agreements.
• Maintain a current understanding of all aspects of the solar journey, including Sunrun agreement terms, billing, and solar system and battery performance.
• Serve as a team lead, assisting Experts with complex cases, providing guidance, and driving best practices for case management.

Requirements

• High school diploma or equivalent education; Bachelor’s degree preferred.
• 5+ years of relevant work experience, preferably in customer success, project management, planning, or in-house legal department coordination.
• Excellent written and oral communication skills, with the ability to explain complex issues to various audiences via email, conference calls, one-on-one, and group settings.
• Proven ability to work collaboratively in a team environment to accomplish goals and foster a supportive atmosphere.
• Ability to work independently on multiple cases with minimal supervision in a fast-paced environment, managing and prioritizing multiple deadlines.
• Comfortable interacting with all levels of management, building relationships across teams and with key stakeholders to facilitate case resolution.
• Strong proficiency with Google Suite, Excel, and PowerPoint; Salesforce knowledge preferred.
• Excellent organizational and time management skills.
• Meticulous attention to detail, with a passion for diving into fine print and acquiring new skills.
• Ability to take complete responsibility and ownership over issues, even if unfamiliar, and a willingness to learn and master new challenges.

Physical Demands

• Ability to perform normal office duties.
• Ability to operate office equipment, including computers, and determine the accuracy of work.
• Ability to interact and participate in meetings.

Pay

Starting salary for this opportunity: $66,798.09 to $89,064.12. Compensation decisions will not be based on a candidate's salary history.