Solar Customer Experience Specialist – Escalations

Omnidian; United States; Remoto; USD 56.000 - 76.000; Tempo pieno

Vantaggi offerti da questo lavoro

Remote work options

Parental leave

Learning reimbursement

Stock options

Medical/dental/vision coverage

Descrizione del lavoro

Omnidian, a fast-growing solar performance company, seeks a Customer Experience Specialist to own high-sentiment escalations and guide customers to system recovery. You will coordinate with internal teams, act as a central hub, and ensure rapid, empathetic problem-solving.

The role requires solar experience, strong communication, and a commitment to operational excellence. The team supports remote work options and offers career growth within a mission-driven company.

Competenze

• 2+ years resolving high-sentiment disputes.
• 2+ years solar experience in a technical or service role.
• Proven ability to troubleshoot solar inverters and monitoring portals.

Mansioni

• Own escalation queue and be the primary contact until resolution.
• Negotiate settlements up to limits to achieve first-contact resolution.
• Provide clear, empathetic updates to homeowners, clients and partners.
• Handle executive-level customer concerns with policy-aligned resolutions.
• Collaborate with Legal to respond to regulatory and legal escalations.
• Identify root causes and coordinate with teams to restore systems.
• Coach peers, drive process improvements, and optimize workflows.

Conoscenze

High-sentiment dispute resolution

Solar industry experience

Empathetic communication

Project coordination

Strumenti

Zendesk

Salesforce

Descrizione del lavoro

Omnidian, a fast-growing solar performance company, seeks a Customer Experience Specialist to own high-sentiment escalations and guide customers to system recovery. You will coordinate with internal teams, act as a central hub, and ensure rapid, empathetic problem-solving.

The role requires solar experience, strong communication, and a commitment to operational excellence. The team supports remote work options and offers career growth within a mission-driven company.