Field Performance Coordinator

$38,501 - $51,355/Yr

Sunrun - Montpelier, VT

Full-time - Entry Level

Montpelier, VT

Specialty Trade Contractors

About the position

The Field Service Case Manager at Sunrun is responsible for coordinating the effective execution of field service work through direct relationships with Sunrun branches and partners. This role emphasizes customer obsession, excellent communication, and a strong desire to succeed, ensuring that field service operations are streamlined and customer inquiries are managed effectively.

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.
• Complete daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross-functional teams with minimal direction from management.
• Meet all identified team and client performance metrics, goals, and deadlines in a fast-paced, ever-changing, high-performing team-based environment.
• Build relationships and work closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.

Requirements

• 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 relationships 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.
• Ability to work independently and closely with other members of department and project team.
• Strong written and oral communication, analytical, and interpersonal skills.

Nice-to-haves

• Experience in the solar energy sector.
• Familiarity with project management tools.

Benefits

• Health insurance coverage
• Employee wellness program
• Life and disability insurance
• Retirement savings plan
• Paid holidays
• Paid time off (PTO)