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| Job Ref: | 2013-8555 |
| 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 Escalation Specialist for the North America residential solar market. In this role you will report to the Sr. Manager of Customer Service Operations. The role of the Customer Escalation Specialist is to handle tier- 3 customer escalations and assist when there is a disagreement between a homeowner and their installation partner and SunPower has been involved by either party. This role will work with all 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 Specialist is able to bring to 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. - Responsible for documenting all cases according to case management guidelines and working within the service level standards and escalation policies. - Act as specialist when a high degree of cross-functional coordination is required with internal resources. - Create monthly case and escalation reporting including 'Top Severity Escalations' and publish to internal stakeholders. - Assist the frontline and tier-2 Customer Service team in Philippines and India as required to support overall team meeting SLAs, metrics and documentation standards. - Work with Customer Services Manager to ensure that resolutions are documented and feedback provided to stakeholders. - Assist with quarterly "detractor " callbacks as requested *LI-JT 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: - Superior written/oral communication and collaboration skills - Excellent listening, comprehension and documentation skills - Demonstrated use of online tools and applications to enhance the customer care and call center functions, including CRM Systems (Salesforce.com) - Minimum 2 years of business to customer call center and escalation management experience - 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 - An understanding and demonstrated experience developing ISO 9002 type customer support processes - Experience with VOIP telephony (3Com, Cisco, etc) *LI-JT |
| Post Date: | 07/26/2013 |
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