Customer Experience Specialist
OmnidianRemote
Full Time
Posted August 10, 2026
$56k - $76k
Solar Energy
Remote
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Job Description
Are you ready to make a meaningful impact in the solar industry?
Key Responsibilities
- 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:
- 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 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.
- 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.
- 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.
- 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.
Requirements
- 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
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