Customer Experience Specialist

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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 to achieve first-contact resolution • Respond to escalations from homeowners, clients, and external partners with clear, professional, empathetic communication • Handle executive-level customer concerns while balancing customer advocacy with company policy • 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 • Gather documentation, investigate case history, coordinate stakeholders, and support case resolution • Identify elevated legal, financial, or reputational risk and escalate appropriately • Identify root causes of technical failures and execute policy overrides to restore system accuracy and performance • Troubleshoot roof leak protocols, 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, technical troubleshooting, and escalation best practices • Identify trends and recommend operational improvements • Contribute to new processes, documentation, and training materials • Collaborate with Customer Experience, Operations, Legal, Product, and Client Success teams • Document recurring technical anomalies and operational bottlenecks • Provide leadership with evidence and frontline insights to support SOP adjustments • Work customer service schedules between 6 AM and 6 PM Pacific Time, Monday through Sunday, with two steady days off per week

🎯 Requirements

• 2+ years of experience resolving high-sentiment disputes and sensitive or complex customer concerns • 2+ years of solar experience, such as technical support, field service, technical coursework, solar certificate, or 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 by phone and email is a plus

🏖️ Benefits

• Family medical, dental, vision, disability, and parental leave • 401(k) administration and $1k match per year • Thoughtful PTO • Paid sabbatical leave after four years • Monthly health insurance premiums, including 100% for employees and 50% for dependents • Bonuses • Long-term stock options for every employee • Up to $500 annual learning reimbursement • Remote work opportunity • Vibrant and creative co-working space in downtown Seattle for employees in the Seattle area • Local gatherings one or more times per year • Company-wide wellness and community Slack channels • Affinity groups • Mentoring and investment in employees • Priority consideration for future opportunities