Customer Support Associate
about 3 years ago
Full time role
Seattle, WA, US
Seattle, WA, US
Job Description
About Omnidian
Our Purpose:To be the global leader in performance assurance for IoT-enabled distributed energy assets.
Our Mission: We protect and accelerate investments in clean energy through passionate teams, innovative technology and an amazing customer experience
Our Vision: Your partner for a sustainable future
Our Track Record:Our proprietary technology monitors your system 24/7, covers maintenance for all hardware and software components, and includes the industry’s leading Cash-Back Energy Guarantee. If your system under-performs, we’ll make it right, and compensate you for energy lost.
The award-winning Solar Experts in our Seattle Operations Center are available toll-free and have live, real-time access to your solar performance data. Today, we are responsible for over 200,000 solar assets nationwide including the large-scale portfolios of our Fortune 1000 clients. And, we’ve been named one of the Top 100 Companies To Work For by Seattle Business Magazine for three years running.
Customer Support Associate
Job SummaryThe Customer Support Associate 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.
What You’ll DoAt 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: 75% On Phones· Triage inbound phone calls using Zendesk Talk by greeting the homeowner, answering their basic questions, and transferring to a Tier 2 "Solar Expert" if necessary (35-60%)· Between phone calls, respond to email and voicemails (and eventually chat) in Zendesk with the use of BrightReps templates, or marking as Tier 2 if necessary (15-35%)· When phone are light, complete additional projects as the need and opportunity arise (5-10%)25% Off Phones· Resolve prior homeowner interactions as necessary (10-15%)· Engage in ongoing training and mentoring to increase your solar knowledge and skill (10-15%)
Experience You’ll Need· At least 1 year of customer service experience· Total of 4 years combined of college or professional experience· Examples: - a 4 year Bachelor's degree with 1 year of customer service - a 2 year Associate's degree with 1 year of customer service and 1 year of additional work or service - A High school diploma or GED with 1 year of customer service and 3 years of additional work or service
When & Where You'll Work· Omnidian's current business hours are Monday through Friday 7a to 5p Pacific Time· We need more support in the early hours that the afternoon, but you will work collaboratively with your colleagues to determine your exact schedule and phone shifts to ensure we meet the company's needs, homeowners' needs, your colleague's needs and your own needs· We trust our employees to get work done wherever and whenever works best. We're fully remote during the pandemic, and even our Seattle teammates worked from home 1-2 days per week pre-COVID. We are headquartered in Seattle, WA, and we have current employees (and are open to hiring more) in the following states:- Washington- California- Arizona- Colorado- Idaho- Nevada- Kansas- Missouri- New Jersey- Michigan- Vermont- New Hampshire
We don't plan on expanding to additional states for this role.
Who You AreOur team members have unbounded enthusiasm for making a difference. In addition to representing Omnidian’s mission and values, you possess the following skills:· 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 (preferred)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.
Our Purpose:To be the global leader in performance assurance for IoT-enabled distributed energy assets.
Our Mission: We protect and accelerate investments in clean energy through passionate teams, innovative technology and an amazing customer experience
Our Vision: Your partner for a sustainable future
Our Track Record:Our proprietary technology monitors your system 24/7, covers maintenance for all hardware and software components, and includes the industry’s leading Cash-Back Energy Guarantee. If your system under-performs, we’ll make it right, and compensate you for energy lost.
The award-winning Solar Experts in our Seattle Operations Center are available toll-free and have live, real-time access to your solar performance data. Today, we are responsible for over 200,000 solar assets nationwide including the large-scale portfolios of our Fortune 1000 clients. And, we’ve been named one of the Top 100 Companies To Work For by Seattle Business Magazine for three years running.
Customer Support Associate
Job SummaryThe Customer Support Associate 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.
What You’ll DoAt 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: 75% On Phones· Triage inbound phone calls using Zendesk Talk by greeting the homeowner, answering their basic questions, and transferring to a Tier 2 "Solar Expert" if necessary (35-60%)· Between phone calls, respond to email and voicemails (and eventually chat) in Zendesk with the use of BrightReps templates, or marking as Tier 2 if necessary (15-35%)· When phone are light, complete additional projects as the need and opportunity arise (5-10%)25% Off Phones· Resolve prior homeowner interactions as necessary (10-15%)· Engage in ongoing training and mentoring to increase your solar knowledge and skill (10-15%)
Experience You’ll Need· At least 1 year of customer service experience· Total of 4 years combined of college or professional experience· Examples: - a 4 year Bachelor's degree with 1 year of customer service - a 2 year Associate's degree with 1 year of customer service and 1 year of additional work or service - A High school diploma or GED with 1 year of customer service and 3 years of additional work or service
When & Where You'll Work· Omnidian's current business hours are Monday through Friday 7a to 5p Pacific Time· We need more support in the early hours that the afternoon, but you will work collaboratively with your colleagues to determine your exact schedule and phone shifts to ensure we meet the company's needs, homeowners' needs, your colleague's needs and your own needs· We trust our employees to get work done wherever and whenever works best. We're fully remote during the pandemic, and even our Seattle teammates worked from home 1-2 days per week pre-COVID. We are headquartered in Seattle, WA, and we have current employees (and are open to hiring more) in the following states:- Washington- California- Arizona- Colorado- Idaho- Nevada- Kansas- Missouri- New Jersey- Michigan- Vermont- New Hampshire
We don't plan on expanding to additional states for this role.
Who You AreOur team members have unbounded enthusiasm for making a difference. In addition to representing Omnidian’s mission and values, you possess the following skills:· 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 (preferred)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.
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