Service Transfer Coordinator

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 Service Transfer Coordinator ensures the smooth transition of solar agreements between homeowners. This role involves regular interaction with existing and new customers, real estate agents, and escrow officers to guarantee the successful completion of service transfers. The ideal candidate will provide professional, high-quality, "best in class" service while effectively representing and advocating for Sunrun's interests.

Responsibilities

• Deliver exceptional customer service while facilitating the service transfer process for various real estate transactions, including regular home sales, bankruptcies, short sales, and foreclosures.
• Assist and educate sellers, potential home buyers, real estate agents and other parties in understanding the benefits of third party-owned solar.
• Assist customers in navigating the service transfer portal to successfully complete the process while maintaining clear and concise communication through inbound and outbound calls, email, text, and chat.
• Utilize effective negotiation and decision-making skills to achieve service transfers with positive financial outcomes for Sunrun, while educating customers on the benefits of any changes and keeping them engaged and committed throughout the process.
• Complete contract modifications as required during the contract negotiation process.
• Collaborate with multiple departments to resolve issues and ensure successful completion of transfers.
• Demonstrate the ability to think creatively and find solutions that de-escalate situations and effectively address customer needs.
• Efficiently manage 100+ transfer cases at a time, ensuring prompt and proactive follow-up within a one-week cadence.
• Ensure no escrow closing is delayed as a result of Sunrun processes.
• Foster strong relationships and collaborate effectively with customers, colleagues, and all levels of the organization, providing necessary updates and reports as needed.

Qualifications

• High school diploma or equivalent
• Minimum of 2 years of related experience in negotiations, sales, real estate, collections, or customer service
• Proficiency in Spanish required
• Excellent interpersonal, verbal, and written communication skills.
• Highly proficient in computer skills and remote work.
• Proficiency with Google@Work Suite (Calendar, Sheets, Drive, Gmail).
• Experience with ERP and CRM, preferably Oracle and Salesforce.
• Proven ability to build rapport, foster relationships, and cultivate loyalty with both external and internal customers and colleagues.
• Exhibits patience, empathy, and active listening skills while ensuring customer needs are fully met in a timely manner.
• Shows the ability to remain composed while de-escalating and professionally negotiating high-tension situations consistently.
• Self-motivated and able to prioritize multiple responsibilities, multitask efficiently, and complete tasks with minimal supervision.
• Strong attention to detail and accuracy.
• Embraces change and is flexible to the needs of the business and team.
• Excellent organizational and time management skills.
• Strong decision-making and troubleshooting skills with the ability to resolve issues efficiently. Takes ownership, escalates when necessary, and follows up with customers, involving leadership as needed.
• Ability to uphold confidentiality by managing sensitive customer information in compliance with Sunrun's policies and regulatory standards.

Preferred Qualifications

• 1-2 years of experience in the solar or utility industry is highly desirable.
• Quick learner with the ability to retain new information alongside existing knowledge.
• Proven track record of positive customer reviews or ratings.
• Experience and maturity in managing customer objections to enhance satisfaction.

Recruiter:
Kristina Sedjo ([email protected])

Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to acts, such as The Equal Pay Transparency Act. It assumes that the successful candidate will be located in markets within the United States that warrant the compensation listed. Candidates in locations outside this local area may have a different starting salary range for this opportunity which may be higher or lower. Please speak with your recruiter to learn more.

Starting salary/wage for this opportunity:
$21.18 to $28.24

Sunrun provides a variety of benefits to employees, including health insurance coverage, a wellbeing program, life and disability insurance, a retirement savings plan, paid holidays, and paid time off (PTO). Other rewards may include annual bonus eligibility, based on both company and individual performance, as well as short- and long-term incentives and program-specific awards. Compensation decisions will not be based on a candidate's salary history. Please note: Employee benefits do not apply to our Fusion and Street Sales roles, which are 100% commission-based, (1099-NEC) positions.

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 [email protected].

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 are essential for our mission of connecting people to the cleanest energy on earth. We are committed to equal employment opportunities 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, pregnancy or any other basis protected by law. We also consider qualified applicants with criminal convictions, consistent with applicable federal, state and local law.