Field Support Chat Representative - Remote

NRG Energy; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading energy service provider is seeking a Field Account, Scheduling, and Technology (FAST) agent to provide remote support to installation professionals. In this fully remote role, you will engage in multiple chats and assist with account maintenance, scheduling, and troubleshooting. Candidates must have excellent communication and problem-solving skills, be able to type at least 35 wpm, and manage their work environment effectively. Training is paid and mandatory for successful onboarding.

Qualifications

• Must complete 4 weeks of paid training with 100% attendance.
• Must be able to type a minimum of 35 wpm.
• Must work Saturdays and be able to take incoming chats during shifts.

Responsibilities

• Answer up to two chats from Vivint employees needing assistance.
• Troubleshoot app issues for Field Professionals.
• Accurately document and update records.

Skills

Proficient communication skills

Friendly disposition

Excellent problem-solving skills

Ability to multi-task

Adaptability to changes

Education

High School Graduate, GED, or equivalent

Tools

Salesforce

Job description

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. This role is fully remote.

Training:

4 weeks of paid, mandatory training Mon - Fri

Post-Training:

Permanent Sundays & 1 Weekday Off

Starting Pay:

$17.00/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:

• 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 a webcam.
• A USB wired headset equipped with a microphone.
• Computer must have at least 16 GB of RAM
• Must have reliable internet: 50MBPS download and 25-50MBPS 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 35 wpm
• Have a quiet and private location from which to work

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.

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 athttp://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.