Customer Experience Specialist

🕒 August 10

🇺🇸 United States – Remote

💵 $56k - $76k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 27%

What it means: the chance that no one is really hiring for this job.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 through resolution • Negotiate and settle financial disputes within established limits • Respond to escalations from homeowners, clients, and external partners • Handle executive-level customer concerns • Investigate and respond to complaints from Attorneys General, the BBB, consumer protection agencies, and other regulators • Manage legal escalations and claims with the Legal team • Identify and escalate legal, financial, and reputational risks • Identify technical failure root causes and execute policy overrides • 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 system operation • Coach, mentor, and train peers on complex case handling and technical troubleshooting • Recommend process 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

🎯 Requirements

• 2+ years of experience resolving high-sentiment disputes or sensitive and complex customer concerns • 2+ years of solar experience, such as technical support, field service, technical coursework, solar certification, or other relevant experience • Proven ability to troubleshoot solar inverters and monitoring portals • High attention to detail and ability to multitask • Ability to work self-directed under general supervision • Clear, concise, and articulate written and verbal communication • Ability to take detailed and efficient notes • Ability to respond within 1 business day or less • Ability to work 9-hour shifts, including breaks, between 6 AM and 6 PM PST, Monday through Sunday, with two steady days off per week

🏖️ Benefits

• Annual merit increases • Performance bonuses up to 20% • Long-term stock options • Medical, dental, vision, and disability benefits • 401(k) administration • 12 weeks of paid parental leave after 1 year • Four-week paid sabbatical leave after four years • Up to $500 in annual learning reimbursement for courses, certifications, or conferences • Remote work opportunities • Seattle downtown co-working space for employees in the Seattle area • One or more local gatherings per year for applicants near employee clusters • Affinity groups and company-wide wellness and support channels

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