Service Pipeline Support

Sunrun is hiring a Service Pipeline Support in Charleston, WV. The role involves managing customer cases related to solar system damage or underperformance, coordinating investigations, scheduling repairs, and ensuring clear communication. Candidates should have a high school diploma (Bachelor's preferred), 2+ years of relevant experience, strong organizational and communication skills, and familiarity with CRM tools. Benefits include health insurance, paid time off, and a retirement savings plan.
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. 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