As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You'll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future!
ThePerformance Specialistis responsible forsupporting theSupervisor inmanagingtheteamon a day-to-day basis. In conjunction with their Supervisor, the Performance Specialist will be expected to support high performance, culture, and flawless execution on their team. They will use various software and datato monitor and measure the team's performance, as well as provide real-time or integrated coaching to team members.
JOB RESPONSIBILITIES:
- Work with Supervisor to achieve team goals
- Ensure that the team is supported at all times
- Motivate, coach, and manage team members to achieve department performance expectations
- Perform targeted integrated coaching with team members
- Provide and receive feedback to/from team members, peers, and management
- Deliver on the spot coaching, feedback, and guidance
- Train team in diagnosing and resolving customer concerns effectively and efficiently
- Take calls from escalated customers
- Provide daily attendance update to supervisor
- Stay current on department knowledge
- Ensure that the team has read/viewed all department communications
- Be aware of team performance and recognize both positive and negative behaviors
- Assist in call evaluations and coaching to drive agent improvement
- Assist supervisor in planning and executing team meetings
- Empower team members to achieve personal goals
- Maintain a fun, hard-working culture and atmosphere
- Demonstrate the Vivint Missions and Values
REQUIRED SKILLS:
- Energetic and compassionate when it comes to assisting all members of the team
- Results and Metric Driven - Great Culture Enthusiast
- Proactive
- Expert Critical Thinking skills
- Works well with others
- Team Player
- Accountable
- Trustworthy
- Emotionally Intelligent
MINIMUM QUALIFICATIONS:
- Currently meetingall department performance expectations
- Cannot be on any form of a Performance Improvement Plan.
- Cannot be on any form of a final write up (behavioral, attendance, etc.)
- Been in position minimum of 90 days
Why Vivint:
- Paid holidays and flexible paid time away
- Your choice between Mac or PC
- Employee pricing on smart home products
- Casual dress code
- Onsite gym, gaming tables across our campus
- Onsite health clinic
- Medical/dental/vision/life coverage
What We Stand For:
Honesty and Integrity Come First
Do the right thing
Customer Obsession is Our Advantage
A relentless passion to serve the customer
Innovation is Essential
Today's innovation is tomorrow's lifeblood
We Win Together
Individuals win games: teams win championships
Exceptional is Expected
Talk is cheap: create value, not just motion
We Give Back
Helping people is core to our DNA
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.