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 (https://urldefense.com/v3/__http:/www.vivint.com__;!!BJC6uDBu-zY!NC1I2-GrhnIfpMmknOyEsrTNlK1jc4_6nNZM-nqSUzWJf_uAxK7opz5sf8nU7187pUMbDNykdv7gh7l4WJ1H3HsnFbE$) . Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X.

The Role:

Our Customer Loyalty Supervisor manage a team from 15 to 20 specialists, the main responsibility of our supervisors if to coach the agents and drive excellence to meet department expectations while helping the company save accounts in a profitable way. Our supervisors are also in charge of developing future leaders within the department, creating a positive culture and administer the daily responsibilities of the team.

As an Inbound Supervisor, you will be responsible for our front-line specialists’ service levels, questions, coaching sessions, drive performance, improve metrics and create a great team culture.

Job responsibilities:

• Assist employees with any needs they may have

• Meet weekly with employees to coach and set goals

• Provide employee glide path plans in accordance with behaviors and metrics

• Manage employee attendance

• Provide an environment that allows for growth and positive outlook

• Complete all Workday tasks (ex. Time clock corrections, pay increases, etc.)

• Supervise real-time performance and agent adherence

• Read forecasts and have a hand in staffing projections

• Report on employees and progress to Associate Manager

• Take code red and escalated calls

• Provide sales techniques to coach and set goals

Required skills:

• Attention to detail.

• Excellent time management skills

• Strong problem-solving skills

• Communication skills

• Team player

• Department knowledge

Minimum qualifications:

• Currently meeting all department performance expectations

• Cannot be on any form of a final write up (behavioral, attendance, etc.)

• Been in current position minimum of 90 days.

• Excellent knowledge of sales force and how to navigate it.

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  Learn about the Vivint Culture (https://www.vivint.com/company/careers) 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".

Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.