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.

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.

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.

Learn about the 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 :

Last updated : 2024-05-10