Tier 3 Escalation Specialist

Do you want to change the world? We do, too.

SunPower is changing the way our world is powered every day with a passionate and driven team in North America and the Philippines. SunPower provides world-class solar solutions to residential customers across the U.S. with a commitment to a superior customer experience. We welcome forward thinkers, freedom chasers and all those demanding better, cleaner energy to join us.

Summary of Role:

SunPower is seeking a highly skilled and motivated Escalations Specialist to support the business by handling the most challenging consumer issues. You will diffuse difficult situations through active listening, patience, and empathy, and will resolve complex cases through research and collaboration with internal teams. This is an exciting opportunity to impact our customers and the business in a positive way. We are seeking team-oriented problem solvers who can build relationships and thrive in a fast-paced environment. The ideal candidate is able to work well in high-pressure situations, quickly implement solutions, and engage internal subject matter experts, our authorized dealers, and subcontractors as needed. 

You must have strong technical aptitudes, backed by 3+ years’ experience in a direct customer facing role. You should be able to perform and executed trouble shooting skills to resolve system issues and dispatch field technicians when necessary. To succeed in this role, you should be able to communicate clearly with various stakeholders and provide key updates and findings as high-priority escalations unfold. Effective writing is essential as the role requires the ability to make complex business topics easy to understand while maintaining professionalism in communications with Regulatory Agencies and our customers. You are a good fit for this role, if you are a powerful communicator who can apply critical thinking skills to manage difficult customer interactions, take the time to understand what the customer wants or expects, and work to meet those needs to the best of your ability while adhering to internal policies.

• Passion for helping other people and finding the best possible resolutions.
• You own and develop communication both internally and externally for problems that may be sensitive, high-touch, or complex in nature
• Must excel in written communication skills - including being able to compose a formal letter and emails to summarize the key points to include responses to Regulatory Agencies. 
• Manage a pipeline of assigned cases and maintaining compliance with critical dates
• Achieve minimum expectations on all Key Performance Indicators, monthly and quarterly
• Understands and applies best practices and knowledge of internal/external business challenges to improve processes or services.
• Exercises judgment within defined policies, procedures, and practices to determine appropriate action.
• Self-disciplined and able to work well remotely with little to no direct supervision. 

• Any combination of education and experience equivalent to a bachelor's degree.
• Prior experience supporting customer escalations and/or written interactions/complaints. 
• You often find yourself thinking outside of the box or developing highly creative solutions to difficult problems
• Must have excellent organization skills, strong time management, and the ability to meet deadlines
• Proven ability to research and communicate research into a customer friendly letter along with providing the same level of communication to a customer verbally.
• Ability to quickly learn new tools and utilize these tools to resolve high-level issues
• Skilled at deescalating difficult or complex situations
• Must have reliable high-speed internet

Don’t meet every single requirement? Studies have shown that women and underrepresented minorities are less likely to apply to jobs unless they meet every single qualification. At SunPower, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Equal Employment Opportunity

The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

EOE Minorities/All Genders/Protected Veterans/Disabled

SunPower Supports EEO

Accommodation for Applicants to SunPower Corporation

SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: jobs@sunpower.com. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

NOTICE TO ALL APPLICANTS AND EMPLOYEES

Availability of Affirmative Action Plan for Review

SunPower is a federal government contractor. As a part of the Company’s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.