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Senior Customer Operations Analyst

Req ID:  97221

Do you want to change the world? We do, too.
 
The energy market is roughly $4 trillion globally, and solar penetration is less than 1%.  But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.
 
SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.
 
SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 2,000 in North America and the Philippines. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.
 
We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:

 

Summary of Role:

Sunpower is seeking a Sr. Customer Operations Associate to deliver existing and new operational processes to improve customer experience across all SunPower’s financial products. In this role, you will help to identify problems and opportunities and help provide solutions that will achieve the business' goals. The individual will monitor processes and operational performance throughout the customer lifecycle to deliver a world-class experience. Driving standardization of process and the creation of documentation is a major component of the role. Surveys and analyzes best practices for techniques and processes. The position requires an individual who can engage with customers, support constant change, is flexible, and adapts to an evolving fast-paced work environment.

 

Essential Duties & Responsibilities:

  • Act as an information resource and drive resolution for internal and external customers by responding to and resolving inquiries concerning all financial operations processes and documentation.
  • Communicating with customers and other departments, resolving issues, and providing clarifications.
  • Responding to customer and internal inquiries regarding contracts and invoices with an emphasis on a high level of service to our customers.
  • Work with the various teams to address billing inquiries to ensure all billing discrepancies are resolved within established timelines.
  • Daily operational tracking related to billing and associated controls to verify data integrity and eliminate billing errors, including investigation and resolution of any variances.
  • Ask effective questions to gather relevant information, uncover needs, and create solutions to foster collaborative and consultative relationships.
  • Strong analytical, data analysis, problem-solving and presentation skills
  • Provide strategic direction for the delivery of pre-and-post-sales services and support to clients/customers.
  • Evaluate business processes on Sunpower Financial products as they relate to the customer experience.
  • Negotiate positive resolutions which meet business standards and obligations as outlined in contracts.
  • Achieve Financial Services objectives by contributing customer service information and recommendations to internal stakeholders; prepare and implement action plans.
  • Use innovative problem solving and critical thinking approaches to proactively solve a broad range of problems across initiatives.
  • Provides additional operations administration support as required

 

Minimum Qualifications

  • 5 or more years of demonstrated experience in customer-facing roles with a proven, successful track record of delivering service and quality, based on key performance indicator metrics.
  • Proficiency in Microsoft Office Suite products

 

Essential Qualifications

  • Self-motivated and strong work ethic with the ability to proactively manage diverse relationships and multiple, complex projects simultaneously
  • Detail-oriented and capable of driving multiple activities/tasks simultaneously
  • Proven track record in coordinating issues across multiple internal organizations
  • Passion to drive and improve customer experience and overall business performance
  • Proven track record in successfully resolving customer issues
  • Exceptional customer service and interpersonal skills
  • Based in Austin, Texas

 

Equal Employment Opportunity
The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.


EOE Minorities/Females/Protected Veterans/Disabled

SunPower Supports EEO

Accommodation for Applicants to SunPower Corporation
SunPower Corporation is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need a reasonable accommodation due to a disability, you may use the following alternative email address to contact us about your interest in employment at SunPower Corporation: jobs@sunpower.com. Please indicate in the subject that line of your email that you are requesting accommodation. Only candidates being considered for a position who require an accommodation will receive a follow-up response.

 

NOTICE TO ALL APPLICANTS AND EMPLOYEES

Availability of Affirmative Action Plan for Review

SunPower is a federal government contractor. As a part of the Company’s obligations under law, it must develop a written Affirmative Action Program (AAP) for the Disabled, Recently Separated Veterans, Armed Forces Service Medal Veterans, Disabled Veterans and Active Duty Wartime Or Campaign Badge Veterans and for Women and Minorities as specified by law. Non-confidential and non-proprietary aspects of the AAP are available for inspection by applicants and employees, consistent with applicable law, which will be made available during office hours by contacting the EEO Officer.

 

 

 

SunPower Values

  • Put Customers First
  • Win Together
  • Lead Decisively
  • Innovate Relentlessly
  • Do the Right Thing

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