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: 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.
Salary & Compensation
This is a full-time remote role. Salary range: $56,000 – $76,000 / year.
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.
