Job details

Field Support Chat Representative (Lindon, UT)

Get a free resume review

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: 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 trainingStarting Pay: $15.50/hrEssential 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 trackingRequired 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 informationMinimum Requirements:• Must be able to commute to our Lindon office at least 2 days per week• High School Graduate, GED, or equivalent• 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 connectionWork 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 35 wpm• Have a quiet and private location from which to workWORKING 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.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/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)Official description on file with Talent.

Average salary estimate

$32200 / YEARLY (est.)

min

max

$32200K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Field Support Chat Representative (Lindon, UT), NRG Energy

Welcome to an exciting opportunity as a Field Support Chat Representative at NRG, where we’re passionate about shaping a smarter, cleaner, and more connected future through our Vivint Smart Home subsidiary. As a vital member of the Smart Home team, you will play a crucial role in enhancing the home experience with cutting-edge technology. Your main responsibility will be assisting our Field Service Professionals and Direct-To-Home Installation Pros during the installation and service of the Vivint system. You will be the friendly voice they can rely on, communicating through chat and making some outbound calls to address their queries or any challenges they may encounter. Here, we believe in proactive support and you will help to maintain a trusted partnership with our Field Operations team. Expect a lively day filled with problem-solving as you answer chats, troubleshoot the app, and conduct surveys to ensure service excellence. With a starting pay of $15.50/hr and a four-week paid training, you’ll be well-prepared to excel in your role. If you’re a communication whiz with a can-do attitude, we want you on our team to help deliver top-notch customer service while forging connections in the world of smart home technology!

Frequently Asked Questions (FAQs) for Field Support Chat Representative (Lindon, UT) Role at NRG Energy

What are the responsibilities of a Field Support Chat Representative at NRG?

As a Field Support Chat Representative at NRG, your primary duties include assisting Field Service Professionals and Direct-To-Home Installation Pros by addressing their inquiries through chat and phone. You will troubleshoot issues, conduct surveys, and help maintain accurate documentation in systems like Salesforce. Your ability to multi-task while providing friendly, effective solutions is key in this role.