Customer Experience Specialist

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 disco