SOS Specialist

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

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.

The Role:

SOS is a direct-to-home (DTH) sales support team that handles calls, texts, and emails to assist with post-activation questions or concerns from our sales representative on their accounts sold.

What you will be working on: 

You will be working with our sales representative to quickly resolve questions or concerns on their account from them or their customers. 

Who you will work with:

You will be working with our DTH sales representative, their customers, and internal corporate teams to resolve presented issues or answer questions.

Job responsibilities:

• Quickly resolve customer concerns presented by sales representatives via calls, texts, or emails with a high level of customer service
• Regular follow-up on issues if not resolved in one interaction
• Help to promote a trusted partnership with our DTH sales representative and advocate for them and the customer when necessary.

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 multitask while using different internal programs
• Ability to adapt to system/process changes quickly while retaining new information
• Knowledge of Microsoft Office applications (Teams, Outlook, Excel, etc.)
• Knowledge of Salesforce is preferred, but not necessarily required. 
• Minimum qualifications:
• High School Graduate, GED, or equivalent
• Must be at least 18 years of age
• Ability to pass a background check
• Be able to type a minimum of 35 wpm

If already a Vivint employee, 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. 

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.  

Official description on file with Talent.