Customer Support Associate/Specialist (Spanish)

Omnidian

Customer service

Remote, US

Posted 2 weeks ago

Remote Full time

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.

We are currently accepting new applications only for candidates who are bilingual in Spanish.

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 You’re tired of outdated management philosophies that view you as either a robot or a child.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:

-Associate

-Specialist

Internal Promotions:

-Sr Specialist

-Lead

-Sr Lead

-Manager

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)

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

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.

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