Customer Support Associate/Specialist
over 2 years ago
Full time role
Seattle, WA, US
Seattle, WA, US
Job Description
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.
Customer Support (aka Team Love)
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.
Why You'd JoinYou'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 You're tired of outdated management philosophies that view you as either a robot or a child.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.
TimingWe are a fast-growing company, and we typically hire at least one person into this role every 1-3 months. If we like your application we'll reach out and let you know what the current timeline is.
Career TrajectoryOur 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. 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)
In fact, our team's alums were the second hires (after the initial Director/VP) in every single one of these teams, and three of these teams are now managed directly by our alums.
So yes, you'll be answering phones and providing customer service, but that's just the beginning.
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% 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 (15%)30% Off Phones· Resolve prior homeowner interactions as necessary and finish clearing our your assigned queues (15%)· 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 phone are light, complete additional projects as the need and opportunity arise (5%)
Experience You’ll NeedOut Associate role is a great entry point for those early in their careers who want to develop their customer service skills even further and start learning the basics of solar:· 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
Our Specialist role is a new role that acknowledges those with long careers in customer support who are now looking to switch careers into solar. Here's what we're thinking:· At least 5 years of customer service experience· Total of 10 years combined of education and professional experience
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. Seriously, you're an adult. We're fully remote during the pandemic, and plan to shift to a hybrid model that ensures the safety and respects the flexibility of every team member.
We don't plan on expanding to additional states for this role. We prioritize candidates in Seattle and Las Vegas, where we have multiple team members already.
CompensationPay range for these two roles are $40-45k annually (19.24 to 21.67 hourly), plus quarterly bonus (up to 15%) and occasional overtime. In addition, we provide: · Comprehensive benefits· Generous time off· Flexible hours· 401k· Paid parental leave· Stock options· Home office reimbursement· Education reimbursement
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 (bonus)
Let's Be RealThis is a really challenging job. It’s rewarding, yes, but challenging. 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 gonna 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 know it’s hard sometimes, so 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 (even on bad days), and thoughtful policies that ensure you’re treated with dignity and respect not only by colleagues but also from customers.
If you are resilient, determined, and not afraid of a big challenge, come apply.
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.
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.
Customer Support (aka Team Love)
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.
Why You'd JoinYou'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.
TimingWe are a fast-growing company, and we typically hire at least one person into this role every 1-3 months. If we like your application we'll reach out and let you know what the current timeline is.
Career TrajectoryOur 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. 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)
In fact, our team's alums were the second hires (after the initial Director/VP) in every single one of these teams, and three of these teams are now managed directly by our alums.
So yes, you'll be answering phones and providing customer service, but that's just the beginning.
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% 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 (15%)30% Off Phones· Resolve prior homeowner interactions as necessary and finish clearing our your assigned queues (15%)· 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 phone are light, complete additional projects as the need and opportunity arise (5%)
Experience You’ll NeedOut Associate role is a great entry point for those early in their careers who want to develop their customer service skills even further and start learning the basics of solar:· 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
Our Specialist role is a new role that acknowledges those with long careers in customer support who are now looking to switch careers into solar. Here's what we're thinking:· At least 5 years of customer service experience· Total of 10 years combined of education and professional experience
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. Seriously, you're an adult. We're fully remote during the pandemic, and plan to shift to a hybrid model that ensures the safety and respects the flexibility of every team member.
We don't plan on expanding to additional states for this role. We prioritize candidates in Seattle and Las Vegas, where we have multiple team members already.
CompensationPay range for these two roles are $40-45k annually (19.24 to 21.67 hourly), plus quarterly bonus (up to 15%) and occasional overtime. In addition, we provide: · Comprehensive benefits· Generous time off· Flexible hours· 401k· Paid parental leave· Stock options· Home office reimbursement· Education reimbursement
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 (bonus)
Let's Be RealThis is a really challenging job. It’s rewarding, yes, but challenging. 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 gonna 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 know it’s hard sometimes, so 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 (even on bad days), and thoughtful policies that ensure you’re treated with dignity and respect not only by colleagues but also from customers.
If you are resilient, determined, and not afraid of a big challenge, come apply.
States we're hiring from
- Washington
- California
- Arizona
- Colorado
- Idaho
- Nevada
- Kansas
- Missouri
- New Jersey
- Michigan
- Vermont
- New Hampshire
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.
Similar jobs
Mobilizing talent for a climate positive world