Field Support Chat Representative

Vivint
paid holidays, 401(k)
United States, Utah, Lindon
June 16, 2024
Job Description Welcome to the intersection of energy and home services. At NRG, we're driven by the idea of a smarter, cleaner, more connected future-and the possibilities that will bring to the world and to the 7.3 million customers we serve. Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X. The Role: As a Field Account, Scheduling, and Technology (FAST) agent, your primary responsibility is to Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of the Vivint system. You will communicate via chats with some outbound calls as the pro has questions, experiences an error, or needs assistance with updating information. Training: 4 weeks of paid, mandatory training Starting Pay: $15.50/hr Essential Functions/Responsibilities: You will be answering up to two chats at a time from Vivint employees needing account maintenance, equipment and Scheduling assistance Troubleshooting an app that the Field Professionals utilize Help to promote a trusted partnership with the Field Operations team Conduct scripted pre-install survey and post-install surveys Answer questions about work order details for the Field Accurately document and update records in required systems (Mainly Salesforce) A Field Service Professional advocate: someone that can relate to them and provide effective solutions Help the Field understand their resources to reduce calls Document Chat interactions for accurate trend reduction and issue tracking Required Skills: Proficient communication skills (verbal and written) Friendly disposition - White glove customer service Excellent problem-solving skills to determine the best plan of action Must be able to multi-task while using different internal programs Ability to adapt to system/process changes quickly while retaining new information Minimum Requirements: Must be able to commute to our Lindon office at least 2 days per week High School Graduate, GED, or equivalent Must be at least 18 years of age Ability to pass a background check Must be able to work Saturdays Ability to take incoming chats for a full shift Be able to type a minimum of 35 wpm Must be able to complete the 4 weeks of training with 100% attendance. Equipment Requirements: Must be able to provide your own equipment. This entails: A computer (laptop or desktop) that runs Windows 10 (Please note our remote-based software does NOT work with Apple/Mac products, tablets, or Chromebooks.) Computer must have at least 8 GB RAM. Computer must have a webcam. A USB wired headset equipped with a microphone. Must have reliable internet: 10 MBPS download and 10 MBPS upload speeds Must have a wired internet connection Work Environment Requirements: Understand you cannot be the primary caregiver for any children, other people, or pets while on shift. Be able to type a minimum of 35wpm Have a quiet and private location from which to work Must be able to commute to our Lindon office at least 2 days per week Learn about the Vivint Culture and why it's a great place to grow your career! Here are some highlighted perks you should ask us about: Free daily lunch and drinks on site Paid holidays and flexible paid time away Employee/Friends/Family Discounts Onsite health clinic, gym, gaming tables Medical/dental/vision/life coverage & 24/7 Medical Hotline 401(k) + Employer Match Employee Resource Groups WORKING CONDITIONS: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers and phones. SAFETY: Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employee must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues. If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".