NomadDesk

Bilingual Affiliate Experience Professional (English/Spanish)

Ever since we started in 2007, Sunrun has been at the forefront of connecting people to the cleanest energy on Earth. It's why we've become the #1 home solar and battery company in America. Today, we're on a mission to change the way the world interacts with energy, and we're building a company and brand that puts power at the center of life. And we're doing it by designing a dynamic culture where employee development, well-being, and safety come first. We're unlike any other solar company. Our vertically integrated model gives us total control over every part of the energy lifecycle - from sale through installation and beyond - so you can find endless opportunities for growth. Come join a career you can grow in and a culture you can run with.

Overview

We are seeking a highly skilled and proactive Affiliate Experience Professional to join our Affiliate Partner team supporting our partner network in Puerto Rico. This role collaborates closely with Account Staff to identify, investigate, manage, resolve, and communicate issues or concerns raised by Affiliate Partners, such as customer concerns, legal escalations, and compliance violations.

The Experience Professional plays a pivotal role in maintaining healthy relationships with our partners, preventing and resolving conflicts and promptly addressing partner escalations. By effectively managing escalations, this role contributes to the overall success of relationships and works to preserve partner and customer experience.

Responsibilities

• Identify, investigate, and effectively resolve escalated issues or concerns raised by Affiliate Partners and customers, ensuring a swift and satisfactory resolution.
• Collaborate closely with Account and Program Staff, providing regular updates on active escalations and ensuring all stakeholders are informed throughout the resolution process.
• Collaborate with Account Executives to seek approval for conflict resolutions, ensuring alignment with company policies and strategies.
• Work in support of Partner Pipeline Managers to resolve aging pipeline-related escalations, leveraging tools and resources to facilitate resolution management.
• Coordinate with Sunrun's general escalation team(s) to address complex or high-priority issues requiring additional support.
• Maintain a comprehensive tracking system to monitor historical escalations by type and volume, analyzing trends to proactively address recurring issues.
• Create and manage service tickets related to escalations, ensuring accurate documentation and timely resolution.
• Communicate final conflict resolutions effectively to Partner Leadership, ensuring transparency and satisfaction.

• Bachelor's degree or equivalent work experience.
• Bilingual in Spanish and English required.
• Minimum of 3 years of experience in conflict resolution, partner or customer escalations management, or a similar capacity.
• Proven experience in conflict resolution, partner/customer escalations management, or a similar role within a dynamic environment.
• Proficiency in both Spanish and English (spoken and written) is essential.
• Strong analytical skills with the ability to track and analyze escalations to identify trends and propose preventive measures.
• Exceptional communication and interpersonal skills to engage effectively with diverse stakeholders.
• Detail-oriented mindset, adept at managing multiple tasks and priorities simultaneously.
• Collaborative attitude and ability to work within a cross-functional team environment.

• Be able to remain in a seated position for more than 50 percent of the workday
• Sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment
• Ability to exert up to 10 pounds of force and occasionally lift and or move up to 15 pounds
• Have adequate visual and hearing acuity to follow instructions, operate office equipment and determine the accuracy of the work assigned
• Ability to perform normal office duties
• Ability to operate office equipment including computers and determine the accuracy of work