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| Job Ref: | 2013-3294 |
| Employer: |
SunPower. |
| City: | Austin |
| State/Province: | TX |
| Country: | United States |
| Job Description: |
Overview: Do you want to make a bigger impact on the world? SunPower's vision is to change the way the world is powered, and we are doing that every day with a brilliant, passionate and driven team. SunPower is widely recognized as the global leader in high-efficiency solar for residential, commercial and utility markets. We operate in North America, Europe, Asia and Australia and are seeking talented people to join us in building a global clean energy future. SunPower is committed to the success of our company, our employees and the communities around the world that need us most. We support our employees' commitment to their communities through a culture of volunteerism, and through The SunPower Foundation, which makes grants to green initiatives throughout the world. As a company, we operate with the highest sustainability standards. In an industry that is reshaping the world's energy future, there's no better place to be than SunPower. Summary of Role: SunPower Corporation is seeking an experienced Customer-Partner Escalation Specialist for the North America residential market. In this role you will report to the Sr. Manager of Customer Services. The role of the Customer-Partner Tier 3 Escalation Specialist is to assist when there is a disagreement between a homeowner and their installation partner and SunPower has been involved by either party. The Customer Partner Escalation Specialist will work with both parties to determine the best path to resolution in a way that is satisfactory to the end customer and the legal responsibilities of all parties. Success is determined by the number of cases that the CP Specialist is able to bring about a scalable solution. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following (other duties may be assigned): - Act as Tier 3 escalations specialist for problems requiring negotiations between homeowners and Dealer Partners. Negotiate a positive resolution for both parties that meets SunPower standards and obligations as outlined in contracts. Close loop with customers and partners as promised. - Responsible for documenting all cases according to case management guidelines and working within the standards of the Support Escalation Policy. - Act as specialist when a high degree of cross-functional coordination is required with internal resources as an exception beyond typical escalation coordination. - Create bi-monthly 'Top Severity Escalations Report' and send to current stakeholders. Coordinate and update with Tier 2 escalations team. - Assist the Customer Service team in Philippines and India as required to support overall team meeting SLAs and documentation standards. - Work with Customer Services Manager to ensure that resolutions are documented and feedback provided to customer care center. - Assist with quarterly detractor callbacks as requested. Create cases and track data as required to hand off to the CXI Analytics team. - Responsible for bi-monthly escalation reports of serious escalations managed by both this role and the Tier 2 escalation team. Minimum Requirements: - BA/BS degree (In lieu of degree, minimum of 4 years relevant work experience). - MUST possess 2+ years direct business to customer experience Preferred Requirements: - An understanding and demonstrated experience developing ISO 9002 type customer support processes - Superior written/oral communication and collaboration skills - Excellent listening and comprehension skills - Demonstrated use of online tools and applications to enhance the customer care and call center functions, including CRM Systems (Salesforce.com) - Experience in managing projects and leading small teams - Prior work experience with hardware and/or large ticket items is desirable; software industry experience only will not be considered - Excellent documentation skills - Experience with VOIP telephony (3Com, Cisco) *LI-JT |
| Post Date: | 07/25/2013 |
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