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Customer Experience Specialist

1 day, 3 hours ago
United States
Full-time
Mid Level
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
201-500
Founded 2015
$24M raised
View All Jobs

Description

  • Manage a queue of high-sentiment escalated cases as the primary contact through confirmed resolution.
  • Negotiate and settle financial disputes within established authority limits.
  • Respond empathetically to homeowners, clients, partners, and executive-level concerns while explaining technical trade-offs.
  • Investigate and respond to regulatory complaints from agencies such as Attorneys General and the BBB within required deadlines.
  • Partner with Legal to manage claims, gather documentation, investigate case history, and coordinate resolution.
  • Identify legal, financial, and reputational risks and maintain accurate, defensible case documentation.
  • Diagnose solar-system failures, apply policy overrides, and support system recovery and performance restoration.
  • Coordinate field service partners and Operations teams to verify repairs and return systems to normal operation.
  • Coach peers on complex cases, technical troubleshooting, and escalation practices.
  • Identify recurring issues and recommend process, documentation, training, and workflow improvements.

Requirements

  • 2+ years of experience resolving high-sentiment disputes or complex customer concerns.
  • 2+ years of solar experience, such as technical support, field service, coursework, certification, or related experience.
  • Proven ability to troubleshoot solar inverters and monitoring portals.
  • Knowledge of roof leak protocols, electrical and safety concerns, and remote troubleshooting for solar equipment.
  • Clear, concise written and verbal communication skills with an empathetic, customer-focused approach.
  • Strong attention to detail, multitasking ability, and efficient note-taking skills.
  • Ability to work independently under general supervision while collaborating across teams.
  • Ability to meet a response-time expectation of one business day or less.
  • Availability for schedules that may include 9-hour shifts between 6 AM and 6 PM Pacific Time, Monday through Sunday.
  • Experience with Zendesk or Salesforce, extensive solar storage knowledge, and Spanish phone/email communication skills (preferred).

Benefits

  • Competitive total compensation package with bonuses and long-term stock options.
  • Medical, dental, vision, disability, and 401(k) benefits for employees and dependents.
  • 12 weeks of paid parental leave after one year and a four-week paid sabbatical after four years.
  • Annual learning reimbursement for courses, certifications, and conferences.
  • Remote-work opportunities for most roles, with a Seattle co-working space available.
  • Employee affinity groups, wellness communities, and local team gatherings.
  • Career development, mentorship, and internal advancement opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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