Customer Experience Specialist

About Omnidian Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are a certified B Corps, headquartered in Seattle, WA The Job   Are you ready to make a meaningful impact in the solar industry? As a Customer Experience Specialist at Omnidian, you'll play a pivotal role in managing high-sentiment escalations and ensuring our customers receive a path to total system recovery. In this role, you will be the main point of contact for escalated customer escalations, helping them find a clear path to getting their solar systems back up and running. Combining deep technical solar expertise with empathetic communication. You will report to the Customer Experience Manager and act as a central hub, coordinating with internal teams to resolve routine friction and keep the planet’s energy assets performing at their best. What You'll Do • At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing: Escalation Ownership & Resolution • Own the Outcome: Manage an individual queue of high-sentiment escalated cases, acting as the primary point of contact until the issue is confirmed and resolved. • Settlement Authority: Authorized to negotiate and settle financial disputes up to established limits to achieve first-contact resolution within the escalation layer. • Professional Updates: Respond to inbound escalations from homeowners, clients, and external partners with clear, professional, and empathetic communication that resolves friction and explains technical trade-offs. • Executive Case Management: Handle executive-level customer concerns, balancing customer advocacy with company policy to drive timely, equitable resolutions. Regulatory & Legal Case Management • Regulatory Complaint Ownership: Receive, investigate, and respond to complaints from Attorneys General, the Better Business Bureau (BBB), consumer protection agencies, and other regulatory organizations while ensuring all response deadlines are met. • Legal Coordination: Manage legal escalations and claims by partnering directly with Omnidian's Legal team to gather documentation, investigate case history, coordinate internal stakeholders, and support case resolution. • Risk Assessment: Identify situations with elevated legal, financial, or reputational risk and escalate appropriately while maintaining accurate, defensible documentation. Technical Solar Expert • System Recovery: Identify root causes of technical failures and execute policy overrides to restore system accuracy and performance. • Advanced Troubleshooting: Apply specialized knowledge in high-complexity areas, including roof leak protocols, electrical and safety concerns, and remote troubleshooting for all standard solar equipment. • Operational Coordination: Coordinate directly with Field Service Partners and internal Operations teams to ensure dispatches result in a verified fix and systems are returned to normal operation. Team Leadership & Operational Excellence • Peer Development: Act as a subject matter expert by coaching, mentoring, and training peers on complex case handling, technical troubleshooting, and escalation best practices. • Process Improvement: Identify trends, recommend operational improvements, and contribute to the development of new processes, documentation, and training materials that improve the customer experience. • Cross-Functional Partnership: Collaborate across Customer Experience, Operations, Legal, Product, and Client Success to remove barriers, improve workflows, and ensure consistent customer outcomes. • Feedback Loops: Identify, document, and flag recurring technical anomalies or operational bottlenecks discovered during daily case handling. • Evidence-Based Change: Provide leadership with documented evidence and frontline insights needed to justify SOP adjustments and stop emerging trends before they impact the broader queue. Working hours • Omnidian's main customer service contact hours are Monday through Friday, 7 AM to 5 PM Pacific Time. As our company grows, schedules may cover 9-hour shifts (including breaks) between 6 AM and 6 PM PST, Monday through Sunday. We ensure team members receive two steady days off per week. Who You Are • ARTful: Accountability, Respect Transparency • High level of attention to detail and the ability to multitask • Self-directed under general supervision • You seek to understand others point of view • You are a team player • Your written and verbal communication is clear, concise and articulate. • You take detailed and efficient notes • Can adhere to a 1 business day or less response time • You are an empathetic problem solver Experience You'll Need • 2+ years of experience resolving high-sentiment disputes (handling sensitive or complex customer concerns). • 2+ years of solar experience (e.g., technical support role, field service role, technical coursework, solar certificate, or other relevant experience) • Technical Proficiency: Proven ability to troubleshoot solar inverters and monitoring portals. Experience That's a Plus • Experience with Zendesk or Salesforce. • Extensive knowledge of Solar Storage Systems. • Ability to communicate with customers in Spanish via phone and email Work-life and Culture • All of our roles offer the opportunity to work remotely • If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle • If you are near one of our employee clusters, we offer one or more local gatherings per year • We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, 401(k) administration, thoughtful PTO, and paid sabbatical leave after four years • We offer a competitive total compensation package that includes monthly health insurance premiums, quarterly bonus and long-term stock options for every employee • We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture • We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us • We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, check out our posts What Makes an Ethical Company? and Why We’re Proud to Be a Certified B Corp Grow With Us • We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples • Internal candidates: Check out our advice on Internal Transfer: Job Application Process • Here are the roles in this career track: • Customer Experience Specialist • Senior Customer Experience Specialist • We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply. Privacy California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/   Diversity and Inclusion We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.   We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.   Omnidian is an equal opportunity employer.  We are committed to diversity in the workplace.  We make employment decisions on the basis of merit and business need.  We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.   We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.