Manager, Reassignments SunRun
THIS JOB HAS EXPIRED This is a critical role for Customer Care at Sunrun. You will be responsible for ensuring that our customers can smoothly and efficiently transfer ownership of their solar system to a new owner when they sell their home.. You will also have responsibility for ensuring that Sunrun protects its assets and interests and makes the right financial decisions. This role will manage a team of talented professionals and will be responsible for delivering on a specific set of metrics.
Oversee and manage San Francisco Reassignment team and ensure that all inquiries involving reassignments, rate buy downs, savings analysis, under-performing systems, redeployments, system purchase and contract modifications are responded to and resolved professionally in order to drive customer satisfaction and minimize Sunrun risk and exposure. Achieve agreed upon resolution turnaround times, quality scores, and appeasement expense targets for San Francisco.
Coordinate with Core Service team to ensure that appropriate cases are transferred to Reassignment team per agreed upon criteria and metrics.
Ensure escalations related to Reassignment team?s scope are resolved efficiently and effectively per agreed upon response levels.
Maintain and refine policies and processes that are tightly aligned with other departments (Legal, Finance, Collections, Billing, Engineering, Fleet Operations and Operations) to maximize resolution efficiency and reduce risk to company asset base.
Work closely with Legal to effectively manage and resolve escalations.
When assets are already transferred or in jeopardy (e.g. bankruptcy, short sale, foreclosure , pre-foreclosure, auction) ensure effective outreach to mitigate risk.
Assist in developing the long-term strategic direction for reassignments taking into consideration company objectives, anticipated changes within the real estate market and the residential solar industry.
Provide input and execute strategies to mitigate risk and address customer issues that are particularly sensitive. Ensure that appropriate executives are made aware of these situations and kept apprised of their status.
Provide direction and coaching for staff consistent with department goals. Establish individual objectives, monitor their performance, conduct performance appraisals and initiate disciplinary action, as appropriate. Ensure they have the appropriate tools and training to perform their jobs successfully.
Develop and maintain tracking reports (with support from Analytics and Reporting Lead) to ensure that operational performance is consistently achieving established quality, productivity, resolution and service level goals. Identify trends that appear contrary to objectives and take appropriate corrective action.
Implement ongoing recognition and motivation programs for San Francisco team to drive achievement of productivity, quality, resolution and accuracy goals.
Manage to annual budget.
Knowledge and Skill Required:
Demonstrated ability to effectively negotiate using impeccable judgment.
Extensive familiarity with real estate marketplace.
Experience developing and refining policies and process to drive efficiencies and minimize risk.
Demonstrated ability to effectively manage 5 to 10 employees.
Experience developing and managing hourly work schedules for employees and balancing competing priorities
Knowledge and understanding of company objectives and department goals, policies and procedures in order to drive prompt and effective resolutions.
Must have superb organizational skills.
BA or BS degree. 5-10 years of supervisory/leadership experience.
Desirable: Real estate selling experience, realtors license, finance background, escalations, crisis management.
||San Francisco, CA |
THIS JOB HAS EXPIRED