Customer Experience Manager

United States /
Operations /
Full-time
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.

Job Summary
The Customer Experience Manager will oversee our escalations for Residential Solar. 

Why You'd Join Team Love
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 You're tired of outdated management philosophies that view you as either a cog or a kid. 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. Perhaps you feel undervalued in your current or previous role, and you know with a supportive team and growing company you can do great things.

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:
60% Escalation Management
-Take inbound calls from escalated homeowners
-Respond to inbound escalations from our external clients
-Respond to complaints with Better Business Bureau, Consumer Protection Agencies, and Attorney General Offices
-Manage internal communications via our Escalations inbox
30% Process Improvement/ Root Cause Analysis
-Identify root causes causing escalations and create processes to avoid similar issues going forward
-Meet regularly with managers of our Customer Support, Technical Support, Field Service Network and Portfolio Operations Leaders to -gather context and discuss process improvements
-Train frontline employees on your preferred escalation path as well as de-escalation techniques.
-Meet monthly to present findings to and facilitate creative solutions from the Executive Team 
-Create and revise Standard Operating Procedures accordingly
10% Ongoing Relationship Management
-Maintain and proactively strengthen relationships with external entities, including the Better Business Bureau, Attorney General Offices and other agencies
-Maintain and strengthen relationships with internal stakeholders, including front-line employees, managers, senior leaders, and executive members

Helpful Experience
5-10+ years of escalation management, ideally in a customer service environment
Preferred: 2 years of solar experience or civil construction field experience
Preferred: Ability to type 60-75+ WPM
Experience with Google Suite and/or Salesforce

When & Where You'll Work
Omnidian's current business hours are Monday through Friday 7a-5p PST, but you will work with your colleagues to determine exact hours based on business needs. This can be done remotely, but if you're in the Seattle area, you'll also have access to our desks at WeWork Holyoke. You will need to be located in one of our approved states.

States We're Hiring From
Washington, California, Arizona, Colorado, Idaho, Nevada, Kansas, Missouri, New Jersey, Michigan, Vermont, New Hampshire

Compensation
Pay for this role is $65k annually
Comprehensive benefits
Self managed paid time off 
401k
Paid parental leave
Stock options
Home office setup reimbursement
Education reimbursement

Who You Are
ARTful: Accountability, Respect Transparency
High level of attention to detail and the ability to multitask
Able to self manage with minimal oversight
You seek to understand others point of view
You are a team player
Your written and verbal communication is clear, concise and articulate.
You take detailed and efficient notes
Can adhere to a 1 business day or less response time


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.

#LI-REMOTE

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.

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.