Bilingual --Customer Care Representative 3 at Sunrun in Boise, Idaho, United States Job Description 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 Customer Care Representative 3 provides professional, quality, and 'best in class' service for existing and prospective customers by using a consultative approach that reflects the culture and philosophies of Sunrun. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, letter, fax, and data entry. This role is responsible for facilitating, analyzing, and resolving customer issues, as well as providing product support and follow-up to resolve concerns in an accurate and timely manner. Responsibilities + Representing Sunrun and its partners in escalated customer issues and complaints through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques. + Act as responsible single point of contact for complex issues that require multiple points of contact both with internal and external parties as ultimate escalation level. + Negotiating successfully and diplomatically to the best interest of Sunrun, its customers, and its partners. + Accurate preparation of complex financial data including Rate Modifications and Savings Analysis. + Non-standard, non-scripted dialogues with high visibility and exposure to legal department as well as company executives. + Handling issues with diplomacy to avoid social media and other escalations. + Advocate for the customer across all functional disciplines and channel partners to resolve customers' inquiries in order to retain or re-establish customers' confidence in Sunrun. + Serve as a subject matter expert (SME) in at least one of the following areas: Savings/Rate Modification, ERP, SREC's, Utility Engagement, Insurance, Fleet Operations or Operations. + Recommends & project manages improvements of service, product, and procedures to support operational excellence or to prevent future issues of a similar nature. + Proactively report any training needs or system error/discrepancies to QA/Training team and support its efforts. + Ability to effectively and efficiently handle 60+ customer cases at a time, assuring prompt and expeditious follow-up. + Troubleshoots and problem solve To view full details and how to apply, please login or create a Job Seeker account