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Customer Experience Specialist at Omnidian. Location Information: United States. Solar Performance, Guaranteed.. Manage an individual queue of high-sentiment escalated cases as the primary point of contact until resolution.. Negotiate and settle financial disputes within established limits for first-contact resolution.. Respond to inbound escalations with clear, professional, and empathetic communication.. Handle executive-level customer concerns, balancing customer advocacy with company policies.. Investigate and respond to complaints from Attorneys General, BBB, and consumer protection agencies.. Manage legal escalations by coordinating with the Legal team and gathering documentation.. Identify root causes of technical failures and execute policy overrides to restore system performance.. Apply specialized knowledge for advanced troubleshooting including roof leak protocols and remote troubleshooting.. Coordinate with Field Service Partners and internal teams to ensure system repairs.. Act as a subject matter expert by coaching, mentoring, and training peers.. Identify trends and recommend operational improvements.. Collaborate with departments to remove barriers and ensure consistent customer outcomes.. Provide leadership with evidence and insights for SOP adjustments.. 2+ years of experience resolving high-sentiment disputes.. 2+ years of solar experience (technical support, field service role, etc.).. Proven ability to troubleshoot solar inverters and monitoring portals.. Experience with Zendesk or Salesforce is a plus.. Extensive knowledge of Solar Storage Systems is a plus.. Ability to communicate in Spanish via phone and email is a plus.. Pay range:. $56K - $76K. All roles offer the opportunity to work remotely.. Vibrant co-working space available in Seattle, WA, for locals.. Local gatherings for employees near one of the clusters.. Family medical, dental, vision, disability, parental leave, 401(k) administration.. Thoughtful PTO and paid sabbatical leave after four years.. Competitive compensation including monthly health insurance premiums, quarterly bonus, and long-term stock options.. Company-wide Slack channels and affinity groups for community and support.. $500 annual learning reimbursement for continuous growth.. 100% of health insurance premiums covered for employees, 50% for dependents.