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.
This role places an emphasis on employee experience and development. The new hire trainer represents Vivint and AMI as the first impression and as such, must be the embodiment of traits consistent with our department culture, brand, and objectives. This includes positivity and energy, great communication, and a focus on and commitment to quality and customer/employee experience. Many of these same qualities and experiences should transfer into other aspects of the role to be able to collaborate within the department to drive changes.
Primary Responsibilities:
- Train at a high-level ensuring reception and implementation of content
- Measure training impact and trends
- Review and digest data into actionable project outlines with specific deliverables
- Meet with internal and external stakeholders to determine project scope and processes
- Work closely with peers to determine areas of improvement and best course of action
- Understand key metrics for the business and how various processes affect those metrics and build on them
- Propose, draft, and write executive level documents with limited guidance
Required Skills:
- Experience leading and supporting teams in a call center environment
- Competitive spirit with experience building and contributing to team culture, including positivity, performance, motivation, ownership, teamwork, and accountability
- Must have strong sense of what “world class customer experience” means with ability to drive execution against that goal; Must bring strong perspective into working relationship with team leaders
- Ability to interpret department and individual agent performance metrics/dashboards across a host of KPI’s in order to drive targeted improvement
- Preferred sales or saves experience
- Ability to pivot quickly and adapt to change
- Highly motivated self-starter
- Able to compile and leverage performance data to complete analyses and determine areas of focus for training, individually and with stakeholders
- Able to develop and deliver training content to address behavioral and process/system needs (including delivery to agents and leadership)
- Excellent stakeholder management skills, including proactive scheduling of meetings, engaging touchpoints, consistent follow up, etc.
- Strong time-management, organizational, and problem-solving skills
- Project management skills that enable documentation, tracking, and collaboration to occur successfully to completion
- Ability to develop training content; ability to deliver training content in an engaging manner for up to 8 hours a day, 5 days a week
- Excellent communication skills, in person, over the phone, and written
- Must be proficient in Excel, Teams, and other MS Office applications
Required Education:
- High school graduate/GED or higher
Preferred Education & Experience:
- Preferred Bachelor’s degree or equivalent experience and education
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, phones, photocopiers, filing cabinets and fax machines.
SAFETY:
We enforce 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".