Customer Experience Specialist

🕒 August 10

🇺🇸 United States – Remote

💵 $56k - $76k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Omnidian

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

Omnidian is a leader in providing comprehensive solar solutions for commercial and residential developers, owners, and investors nationwide. The company offers proactive monitoring and intelligent diagnostics, as well as guarantees for system performance with a robust service network. They specialize in investment protection and expert support, ensuring maximized system uptime and return on investment (ROI) for their clients. Omnidian serves over 200 of the nation’s leading commercial solar owners and operators, offering their award-winning proprietary technology to streamline solar needs.

📋 Description

• Manage an individual queue of high-sentiment escalated cases as the primary point of contact until resolution • Negotiate and settle financial disputes within established limits • Respond to escalations from homeowners, clients, and external partners with clear, professional, and empathetic communication • Handle executive-level customer concerns and drive timely, equitable resolutions • Investigate and respond to complaints from Attorneys General, the BBB, consumer protection agencies, and other regulatory organizations • Manage legal escalations and claims in partnership with the Legal team • Identify elevated legal, financial, or reputational risks and escalate appropriately • Identify technical failure root causes and execute policy overrides to restore system accuracy and performance • Troubleshoot roof leaks, electrical and safety concerns, and standard solar equipment remotely • Coordinate with Field Service Partners and Operations teams to verify fixes and restore systems • Coach, mentor, and train peers on complex cases, technical troubleshooting, and escalation best practices • Recommend operational improvements and develop processes, documentation, and training materials • Collaborate with Customer Experience, Operations, Legal, Product, and Client Success • Document recurring technical anomalies and operational bottlenecks • Provide evidence and frontline insights to support SOP adjustments • Work schedules covering 9-hour shifts between 6 AM and 6 PM Pacific Time, Monday through Sunday, with two steady days off per week • Report to the Customer Experience Manager

🎯 Requirements

• 2+ years of experience resolving high-sentiment disputes, handling sensitive or complex customer concerns • 2+ years of solar experience, such as technical support, field service, technical coursework, solar certificate, or other relevant experience • Proven ability to troubleshoot solar inverters and monitoring portals • High attention to detail and ability to multitask • Self-directed under general supervision • Clear, concise, and articulate written and verbal communication • Ability to take detailed and efficient notes • Ability to adhere to a response time of 1 business day or less • Empathetic problem-solving ability • Experience with Zendesk or Salesforce is a plus • Extensive knowledge of solar storage systems is a plus • Ability to communicate with customers in Spanish via phone and email is a plus

🏖️ Benefits

• Family medical, dental, vision, and disability benefits • Parental leave • 401(k) administration • Thoughtful PTO • Paid sabbatical leave after four years • 100% of health insurance monthly premiums covered for employees • 50% of health insurance monthly premiums covered for dependents • Quarterly bonus • Long-term stock options for every employee • Up to $500 annual learning reimbursement • Remote work opportunity for all roles • Seattle co-working space for employees in the Seattle, WA area • Local gatherings for employees near employee clusters • Affinity groups and company-wide wellness and community Slack channels