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Customer Experience Specialist

20 hours, 23 minutes ago
United States
Full-time
Junior
Customer Success
Customer and Technical Support
Salesforce
Apply Now
Omnidian

Omnidian

Omnidian ensures the performance and protection of residential and commercial solar systems with a cash-back guarantee and proactive monitoring.

Renewable Electricity
51-250
Founded 2015
$24M raised
View All Jobs 6

Description

  • Own an individual queue of high-sentiment escalated cases until each issue is confirmed and resolved.
  • Respond to escalations from homeowners, clients, and external partners with clear, professional, and empathetic communication.
  • Negotiate and settle financial disputes within established limits to support first-contact resolution.
  • Handle executive-level customer concerns while balancing customer advocacy with company policy.
  • Receive, investigate, and respond to regulatory complaints from agencies such as Attorneys General, BBB, and consumer protection organizations.
  • Manage legal escalations and claims by coordinating with Omnidian's Legal team and internal stakeholders.
  • Identify root causes of technical solar failures and execute policy overrides to restore system accuracy and performance.
  • Troubleshoot advanced solar issues, including roof leaks, electrical and safety concerns, and remote equipment problems.
  • Coordinate with Field Service Partners and Operations to ensure dispatches lead to verified fixes.
  • Coach, mentor, and train peers on complex case handling, troubleshooting, and escalation best practices.
  • Identify trends, recommend process improvements, and help develop documentation and training materials.
  • Collaborate across Customer Experience, Operations, Legal, Product, and Client Success to improve workflows and customer outcomes.

Requirements

  • 2+ years of experience resolving high-sentiment or sensitive customer disputes.
  • 2+ years of solar experience, such as technical support, field service, technical coursework, a solar certificate, or similar.
  • Proven ability to troubleshoot solar inverters and monitoring portals.
  • Experience with Zendesk or Salesforce (preferred).
  • Extensive knowledge of solar storage systems (preferred).
  • Ability to communicate with customers in Spanish via phone and email (preferred).
  • High attention to detail and the ability to multitask.
  • Strong written and verbal communication skills.
  • Ability to work self-directed under general supervision.
  • Ability to adhere to a 1 business day or less response time.

Benefits

  • Most roles offer remote work.
  • Seattle candidates may use a vibrant co-working space in downtown Seattle.
  • Family medical, dental, vision, disability, and parental leave benefits.
  • 401(k) administration with a $1k annual match.
  • Thoughtful PTO and paid sabbatical leave after four years.
  • Competitive total compensation with monthly health insurance premiums, bonuses, and long-term stock options.
  • Local gatherings and company affinity groups for community and support.

Interested in this position?

Apply directly on the company website

Apply Now

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