Gina Alvarado

OVERVIEW

The Operations Customer Success Coordinator is responsible for ensuring a world-class customer experience from the time the customer approves their project to when the system is activated and producing power. This person will be laser-focused on customer communications, pipeline management, effective scheduling, and above all, being the beloved and trusted partner for our customers.

RESPONSIBILITIES

• Deliver world-class customer experience for customers as their primary point of contact from project approval to solar activation.
• Set and achieve customer expectations through all points of contact, providing regular proactive communication on project status and next steps.
• Work with customers to schedule appointments and obtain inputs such as documents or signatures on application forms.
• Provide accurate and timely resolution to customer questions and requests.
• Document all customer interactions in accordance with the standard process.
• Handle escalated projects in collaboration with stakeholders across the business and where necessary, escalate projects with challenges to the customer Success Manager for resolution.
• Identify areas of improvement in the customer journey and work with the Customer Success Manager to implement solutions.
• Regularly coordinate with Electrification Managers on pipeline progress and construction capacity, to ensure customers can be activated as expediently as possible.
• Collaborate with Site Audit and Design teams to solve issues and innovate new ways to reduce rework and improve customer experience.
• Coordinate with Home Upgrades teams for customers that have home upgrades to ensure timely scheduling and completion of jobs and to provide updates to customers.
• Problem solve project challenges, support teams in removing roadblocks, and escalate issues as needed to ensure quick action and resolution
• Deliver pipeline performance and cycle time insights to the Customer Success Manager.
• Coordinate with sales, utilities, jurisdictions, subcontractors, build partners, and internal construction managers to ensure a smooth and efficient activation.
• Maintain a current understanding of utility, permitting & other external lead times.
• Discuss customer feedback and solicit customer satisfaction feedback for both installation and new customer surveys.

Overview

The Sr. Contract Coordinator is an important team member in the Partner Operations team. Members of this team are expected to work cross-functionally and the role requires collaboration and coordination with multiple groups within Sunrun and our partners. This role is responsible for creating and tracking Sub-Contracts, Work Requests, and maintaining compliance documentation of the partner network. This person will support our regional operations teams in getting residential solar installed quickly and cost-effectively.

Responsibilities

• Review scope of work, price, and project details for subcontractors.
• Review completed subcontractor projects for accuracy and completion. internal workflows; including system updates, invoice processing, SLA management, and auditing procedures.
• Work cross-functionally to develop and maintain a strong professional relationship with Sunrun Partners, the Branch Operations team, and other internal Sunrun teams.
• Be adaptable and solution-oriented through team collaboration.
• Complete additional projects as requested.
• Resolve routine partner-originated escalations, utilizing problem-solving skills.
• Support with partner payments, and work to resolve cost discrepancies.
• Support Partner Development team with onboarding new partners.
• Additional responsibilities as assigned.

Overview

The Customer Care Representative position provides professional, quality, and "best in class" service for existing and prospective customers by using a consultative approach that reflects the culture and philosophies of Sunrun. This position involves activities including but not limited to inbound and outbound phone calls, email, live chat, letters, fax, data entry, and social media. This role is responsible for facilitating, analyzing, and resolving customer issues, providing product support, and following up to resolve concerns in an accurate and timely manner.

Responsibilities

• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques
• Resolved concerns with products or services to help with retention and drive sales.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Troubleshoots and problem solve customer's issues or concerns by providing solutions, recommendations, replacements, gathering sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times
• Completes, maintains, and processes pertinent paperwork and records with high attention to detail to ensure accurate data is entered in CRM and other technology as needed
• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross-functional teams with minimal direction from management
• Meets all identified team and client performance metrics, goals, and deadlines in a fast-paced, ever-changing, high-performing team-based environment. Provides backup support to other teams as needed
• Takes the initiative to obtain and consistently upgrade product knowledge
• Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed
• Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature
• Report any training needs or system error/discrepancies to the supervisor
• Complete other tasks as deemed appropriate by the supervisor
• Regular attendance, punctuality, and adherence to an agreed-upon schedule of availability are conditions of employment and essential function of this position.

• Maintained computer and physical filing systems.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
• Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
• Managed office operations while scheduling appointments for department managers.
• Coached new hires on company processes while managing employees to achieve maximum production.
• Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
• Coordinated special projects and managed schedules.
• Compared vendor prices and negotiated for optimal savings.
• Evaluated employee records and productivity to complete employee evaluations.
• Developed standard operating procedures for all administrative employees.
• Utilized client and staff feedback to maintain customer partnerships and increase revenue.
• Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
• Prepared meeting materials and took clear notes to distribute to stakeholders.
• Maintained CRM database with customer updates and report generation.
• Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
• Initiated timely project management within budget constraints for multi-faceted problems concerning executive leaders.
• Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management.

• Managed the director's calendar and prepared meeting agenda and materials.
• Developed quality assurance controls for design approaches.
• Discussed proposals with interested parties such as vendors, contractors, and facility review boards.
• Restocked office and break room supplies to maximize team productivity.
• Created PowerPoint presentations used for business development.
• 100 % Documented all labor hours and project budget expenses.
• Streamlined back office services for clients to promote proper functionality and positive user experience.
• Researched topics of interest and culled gathered information to produce concise reports.
• Controlled and managed document processes by reviewing files, records, and critical information to confirm accuracy and compliance with company policies and procedures.
• Scheduled conferences and associated travel arrangements, including hotel, airfare, and ground transportation.
• Assembled briefs and preparing PowerPoint presentations.
• Managed work streams for both routine and special projects simultaneously.
• Implemented procedural updates to correct deficiencies and improve operations.
• Produced status reports for customers and senior management.
• Oversaw adherence to project timelines and budget constraints.
• Prepared mining product presentations for customers and staff members detailing project scope, progress, and results.
• Prepared and updated office records, spreadsheets, and presentations to support executive needs and enhance office efficiency.
• Reviewed and analyzed briefing materials before starting translations.
• Introduced change improvement plans to ensure process alignment with specific goals, methodologies, and initiatives throughout the management office.