Remote Customer Experience Specialist for Solar Escalations

Omnidian Inc; Northern (KY); Hybrid; USD 56,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Stock options

Learning reimbursement (up to $500)

Job summary

Omnidian, Inc. is hiring a Customer Experience Specialist to manage high-sentiment escalations and guide customers to full system recovery.

You will be the main point of contact for escalated cases, coordinating with internal teams to resolve friction and keep solar assets performing at their best. The role combines deep solar technical knowledge with empathetic communication, reporting to the Customer Experience Manager.

Qualifications

• 2+ years resolving high-sentiment disputes.
• 2+ years of solar experience or related experience.
• Technical proficiency in troubleshooting solar inverters and monitoring portals.
• Experience with Zendesk or Salesforce is a plus.
• Ability to communicate with customers in Spanish is a plus.

Responsibilities

• Own the escalation queue and serve as primary contact until resolution.
• Negotiate and settle disputes within authorized limits for first-contact resolution.
• Provide clear, empathetic updates to homeowners, clients, and partners.
• Coordinate with Legal/Operations teams on regulatory and technical escalations.

Skills

High-sentiment disputes resolution

Solar technical knowledge

Troubleshooting solar inverters

Customer communication

Zendesk or Salesforce experience

Tools

Zendesk

Salesforce

Job description

Omnidian, Inc. is hiring a Customer Experience Specialist to manage high-sentiment escalations and guide customers to full system recovery.

You will be the main point of contact for escalated cases, coordinating with internal teams to resolve friction and keep solar assets performing at their best. The role combines deep solar technical knowledge with empathetic communication, reporting to the Customer Experience Manager.