Dispatcher -Customer Service in Boston, Massachusetts

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.

Do you believe in a sustainable future where everyone can access the power they need, whenever they need it? At Sunrun, we believe that future starts today! We offer power that is reliable, for when the electricity grid isn’t. Rechargeable, for when uncertain days become nights. Affordable, so it’s accessible to more families. We strive to foster an environment you can thrive in through our commitment to diversity, inclusion and belonging. Come join the thousands of Sunrunners already powering their potential at Sunrun!

Overview

The O&M Dispatcher is key to ensuring company resources (technicians and equipment) are maximized and customer’s issues are resolved as quickly as possible. We are actively monitoring our customer’s solar systems, and the dispatcher is responsible for making contact with customers to get the needed service appointment scheduled. This role requires adaptability to changing circumstances and a high proficiency with solving sophisticated problems. The main responsibilities include scheduling of service appointments, reviewing technician’s findings to update our systems and order equipment, and having a high level of ownership for the technician’s being set up for success each and every day.

Responsibilities/The Impact

• Apply strong verbal and written communication skills and effective phone techniques to serve as a company ambassador

• Deliver integrity and quality through outstanding customer service, de-escalating dissatisfied customers as needed

• Dispatch service tickets to technicians, including scheduling of appointments or adjusting maintenance visits

• Monitor appointments being scheduled by other departments to ensure the schedule is still optimized (drive routes, technician abilities and pairings) and handle real time changes to the schedule as needed

• Handle detailed documentation on account records including reviewing quotes to ensure accuracy of invoices for paid services

• Calculate lost production calculate compensation due to the customer

• Update serial numbers and assets in our provider portals and Customer Relationship Management (CRM) tool

• Identify part numbers and place order for equipment accordingly

Qualifications/How You Will Be Successful

• Minimum 1+ years of meaningful work experience, preferably in customer service or solar industry

• Experience de-escalating situations involving dissatisfied customers

• Shown ability to meet due dates and metrics as a teammate and impact results in a fast paced, team based environment. Must be willing to assist teammates and build positive relationships to achieve company and department goals.

• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively and complete tasks with minimum supervision.

• Intermediate digital literacy, including feeling comfortable with all Google programs and a typing speed above 45 words per minute

• Strong phone skills or experience with complex phone systems and the ability to quickly adapt to new software and processes

• Excellent at solving problems on your feet to rearrange schedules as urgent or unexpected situations arise

• Bonus points for having solar knowledge or a curiosity about solar products and installation

How you will be Awarded

• Full benefits package including health, vision, dental insurance, 401K with company match, Employee Stock Purchase Program, paid training, and much more

• The opportunity to invest in yourself and your career through PowerU – Sunrun’s 100% tuition reimbursement program with over 150 educational opportunities

• Internal advancement opportunities, as earned.

Recruiter:

Jacquie Hoffman ([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:

$0.00 to $0.00

Other rewards may include annual bonus eligibility, which is based on company and individual performance, short and long term incentives, and program-specific awards. Sunrun provides a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off (PTO). A candidate’s salary history will not be used in compensation decisions.

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.

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 will help us create a planet run by the sun for everyone. 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.