Customer Experience Specialist

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.

• 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

• 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.

• We offer a competitive total compensation package bonuses and long-term stock options so you can share in the long-term value you help create as we shape the future together.. 
• We offer a competitive benefits program for our employees and their dependents, including medical, dental, vision, disability and 401(k) administration 
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We are a learning organization. To support your professional development, we provide annual learning reimbursement for courses, certifications, or conferences.
• 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, Black Lights Matter, Neurospicy R Us, Puente and more.
• Most 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
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!