Open Roles at our Portfolio Companies


Customer Support Associate/Specialist



Customer Service
Posted on Friday, February 28, 2020
About Omnidian
Omnidian is building a more sustainable future for the planet. We assure that IoT-enabled distributed energy assets perform at their best through our passionate teams, our innovative technology, and by creating an amazing customer experience. We're a well-funded, growth-stage company offering the potential for enormous impact, both on our products and on the world.
We are headquartered in Seattle, but are open to remote location depending on role and if a candidate resides in a state we currently employ in.
The Job
The Customer Support Associate/Specialist will help Omnidian deliver a fantastic customer experience so that we can provide peace of mind to current homeowners and create a model for solar to become fully mainstream in America. We call that Solar Without Fear.
Why You'd Join
You're inspired to help solar go mainstream. You dream of working at a company that treats everyone with dignity and respect. You're tired of outdated management philosophies that view you as either a robot or a child. You are a passionate, talented, hardworking person who wants to get their foot in the door. You're looking for a next step that opens up years of opportunities and can change your career and your life. You're undervalued in your current role, and you know with a supportive team and growing company you can do great things.
Career Trajectory
Our customer and technical support team (aka Team Love) is our main internal talent pool at Omnidian. Since we mentor and invest in our employees and prioritize them for positions, joining this team gives you the chance to chart your own course. Here's are career track within customer support:
External hires:
Internal Promotions:
-Sr Specialist
-Sr Lead
Additionally, over the last few years, our Team Love alums have joined the following teams:
-Technical Support (troubleshooting solar systems)
-Portfolio Operations (interacting with clients)
-Field Service Network (managing our nationwide service team)
-Commercial Operations (managing massive solar systems)
-Client Success (onboarding new clients)
-Financial Operations (getting our customers paid)
-Business Intelligence (designing efficient processes)

What You'll Do

  • 75% On Phones
  • Triage inbound phone calls by greeting the homeowner, answering their basic questions, and transferring to a Tier 2 "Solar Expert" if necessary (45%)
  • Between phone calls, respond to email and voicemails (and eventually chat) in with the help of templates, or marking as Tier 2 if necessary (30%)
  • Preference for early birds or Midwesterners/East Coasters who can gladly take the 7a-9a PT shifts
  • 25% Off Phones
  • Resolve prior homeowner interactions as necessary and finish clearing our your assigned queues (10%)
  • Participating in inclusive, transparent and democratic team meetings (5%)
  • Engage in ongoing formal and informal training and mentoring to increase your knowledge and skill (5%)
  • When phones are light, complete additional projects as the need and opportunity arise (5%)
  • Schedule
  • Our hours are 7a-5p PT/10a-8p ET Mon-Fri, and 8a-5p PT/11a-8p ET Sat/Sun.
  • You'll work 40 hours per week within that range.
  • Candidates who are willing to work an adjusted Sun-Thu or Tue-Sat schedule will be prioritized.

Who You Are

  • You are committed to providing an exceptional customer experience
  • You seek to understand other’s point of view
  • You can deliver tough news clearly and compassionately
  • You enjoy adapting and strive for mastery in a job
  • Your written and verbal communication is clear, concise and articulate. You take detailed and efficient notes
  • You proactively identify process improvement opportunities with a bias for action
  • You can balance the voice of the client while balancing the financial impact to the organization
  • You speak Spanish on a native level (bonus)

Education and Experience

  • Associate Role:
  • At least 1 year of customer service experience and
  • At least 4 years combined of post-high school education, national service or professional experience
  • Specialist Role:
  • At least 5 years of customer service experience and
  • At least 10 years combined of post-high school education, national service or professional experience

Work-Life at Omnidian

  • All of our roles offer the opportunity to work remotely
  • If you are in the Seattle, WA area, we offer a vibrant and creative workspace in the heart of downtown Seattle
  • We provide outstanding benefits that we are continually improving upon, including family medical, dental, vision, disability, parental leave, healthy paid time off, paid sabbatical leave, transit and 401(k)
  • We offer a competitive total compensation package that includes a bonus and equity for every employee
  • We are dog lovers and our offices and many of our events are dog-friendly
  • We are a passionate, mission driven team that believes in collaboration, mutual respect and trust
We’re a fast-growing startup, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. We have big plans, and with the climate crisis we can’t afford to take it too slowly. That means there’s going to be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before.
We are committed to providing our team members with compassionate and effective managers, support for a healthy work-life balance, free or discounted mental health benefits, a loving and inclusive atmosphere where you can be yourself, and thoughtful policies that ensure you’re treated with dignity and respect not only by colleagues but also from customers.
We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Omnidian is an equal opportunity employer. We are committed to diversity in the workplace. We make employment decisions on the basis of merit and business need. We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.