Service Pipeline Support

Sunrun is hiring a Service Pipeline Support in Cheyenne, WY, to manage customer cases related to solar system damage or underperformance. Responsibilities include coordinating investigations, scheduling repairs, and maintaining customer communication. Candidates should have project management or customer service experience, strong organizational skills, and proficiency in CRM tools. The position offers benefits like health insurance, paid time off, and a competitive salary.
Overview
We are seeking a detail-oriented and customer-focused Service Pipeline Support to oversee and manage cases where customers or our monitoring software report damage or underperformance of a solar system. This role is responsible for ensuring a seamless resolution by coordinating investigations, scheduling repairs, and maintaining transparent communication with customers throughout the process. The ideal candidate is highly organized, skilled in project management, and dedicated to providing an outstanding customer experience. Responsibilities:
• Serve as the primary point of contact for customers or our monitoring software to report damage or underperformance of a solar system
• Assess incoming cases, initiate investigations, and determine the appropriate resolution path
• Coordinate with internal teams (engineering, permitting, field service, and customer support) and external vendors to diagnose and address issues
• Track case progress from initiation to completion, ensuring timely resolution and adherence to service-level agreements
• Provide regular updates to customers on case status, expected timelines, and next steps
• Maintain accurate and detailed records of all cases in the company's CRM or project management system
• Proactively identify potential delays or roadblocks and implement solutions to keep projects on track
• Analyze case trends and recommend process improvements to enhance efficiency and customer satisfaction
• Collaborate with billing or claims departments if warranty or insurance claims are involved
• Stay informed about industry best practices and advancements in solar technology
• *Qualifications:**
• High school diploma or equivalent education; Bachelor's degree preferred or related job experience
• 2+ years of experience in project management, customer service, or a related field (experience in solar or renewable energy is a plus)
• Strong organizational and time-management skills with the ability to prioritize multiple cases simultaneously
• Excellent communication skills, both verbal and written, with a customer-first approach
• Proficiency in CRM and project management tools (Salesforce, Zendesk, Monday.com, etc.) * Ability to collaborate cross-functionally and work effectively with both internal and external stakeholders
• History of working as a team to accomplish goals and foster a collaborative and supportive environment
• Problem-solving mindset with a proactive approach to identifying and resolving issues
• Familiarity with solar energy systems and their components is preferred but not required
• *Benefits:**
• Health insurance coverage
• Wellbeing program
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off (PTO)
• Annual bonus eligibility, based on both company and individual performance
• Short- and long-term incentives and program-specific awards
• Compensation decisions will not be based on a candidate's salary history