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Customer Solutions Advanced Issue Resolution Specialist (Cedar City, UT)

Company: Vivint Smart Home, Inc.
Location: Cedar City
Posted on: May 3, 2021

Job Description:

Job Description

Customer Solutions Advanced Issue Resolution Specialist (Cedar City, UT)

Who We Are:

Vivint is a leading smart home company in North America. Dedicated to redefining the home experience with intelligent products and services, Vivint delivers an integrated smart home system with in-home consultation, professional installation and support. With a professional team of Smart Home Pros and 24/7 customer care and monitoring, Vivint serves approximately 1.7 million customers throughout the U.S. and Canada.

We are taking additional care to protect our candidates, employees and customers from the COVID-19 virus. We are currently offering candidates and employees the opportunity to work remotely on a temporary basis. Candidates must meet Work From Home requirements to qualify.

Why You'll Love Working Here:

People are Talking - Fast Company ranked us #22 on its list of the World's 50 Most Innovative Companies. Forbes named us one of America's Best Employers and a Best Employer for Diversity. We're Great Place to Work Certified. PC Magazine, Digital Trends and many more recommend us. The list goes on here.

  • Vivint Gives Back - Helping people is core to our DNA - Engage for Good recognized Vivint with the 2020 Gold Halo Award for group volunteerism.
  • Pure Innovation- We have received multiple awards for innovation including being named among Fast Company's "World's 50 Most Innovative Companies"
  • Work Your Way: We have modern, open floorplans that foster teamwork, as well as work-while-you-walk stations to invigorate mind and body, and the latest technology to help you be successful.
  • Resources for Success - Our most valuable assets are our employees, and each deserves the best. We offer industry-leading compensation, comprehensive benefits, an onsite medical clinic for employees and their families, as well as all the resources for building long-term career success.
  • Work Hard, Play Hard - Here at Vivint, not only will you do the best work of your career, but you'll also have a lot of fun while doing it. You'll find table tennis, pool tables, foosball and shuffleboard across our campuses. Our full-service onsite gyms, full-size indoor basketball courts and outdoor sand volleyball court will add a spark to your day. After work, join us for private concerts by popular bands and musicians, summer carnivals and incentive trips to great locations.

Who we are looking for:

We are looking for individuals with a desire to deliver a world-class customer service, a love of technology, and a passion for proactively building a career. As an Advanced Issue Resolution Specialist, you will complete a 6-month paid training program where you will become an expert in owning our customers experience by handling a wide array of calls including but not limited to: customers who need account and or technical support, teammate questions, customer escalations, outbound calls, and providing value added services and products to our customers. You will deliver peace of mind in your interactions with teammates and customers.

What you will be doing:

You will complete three comprehensive training stages that, upon successful completion, will lead to the full responsibilities and pay of the AIR Specialist.

This position employs comprehensive training stages that when completed lead to the full responsibilities and pay of the Advanced Issue Resolution Specialist.

See specific stages and pay outlined below:

Stage One: Technical solutions

  • Duration: 15 weeks, including 6 weeks training and on-floor nesting
  • Pay: $14/hr. + Bonuses

Stage Two: Advanced Technical Solutions

  • Duration: 11 weeks, including 2 weeks training and on-floor nesting
  • Pay: $15/hr. + Bonuses

Stage Three: Advanced Issue Resolution

  • Duration: Indefinite, including 1.5 weeks training and on-floor nesting
  • Pay: $17/hr. + Bonuses

During the training stages above, you will learn to:

  • Confidently field customer calls and troubleshoot advanced equipment issues with high level of customer experience
  • Accurately document and update records in required information systems
  • Deescalate customers and find resolution for more complex issues transferred from teammates
  • Earn commissions through generating customer referrals and offering promotions, products, and services

What will make you successful:

  • Ability to thrive in a high-volume contact center
  • A sense of success and value from solving customer concerns
  • A high degree of resiliency and "bounce-back"
  • Passion for helping others; going above and beyond for customers and teammates
  • Excellent communication (both verbal and written) and relationship-building skills
  • Ability to multitask with ease, effectively prioritize tasks and be a self-starter
  • Demonstrated problem-solving skills
  • Demonstrated tech-savviness; Prior technical exposure or interest
  • Confident and prepared to initiate promotional and product upgrade conversations with customers; previous sales experience is a plus
  • Ability to maintain high level of confidentiality
  • Innate desire to learn and develop

Minimum Requirements:

  • Must be willing to commute to our Cedar City, UT office after COVID restrictions are lifted
  • Must be at least 18 years of age
  • Must pass a background check and be licensed through the State of Utah as a Burglar Alarm Company Agent.

Work-From-Home Requirements:

  • Must be able to provide your own computer (laptop or desktop) and headset equipped with a microphone. Please note our remote-based software does NOT work with Apple/Mac products, tablets, or Chromebooks.
  • Must have reliable internet: at least 10 MBPS download and 5 MBPS upload speeds
  • Must have minimum typing speed of 35 wpm
  • Must have a quiet and private location from which to work
  • Must understand you cannot be the primary caregiver for any children, other people or pets while on shift

Vivint Smart Home is an equal opportunity employer, does not consider any protected traits (e.g. race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring-under federal, state and local laws. We are a drug-free environment. We don't conduct pre-employment drug screening; however, we do conduct random drug testing on site.

#CX

#callcenter

If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".

Keywords: Vivint Smart Home, Inc., Saint George , Customer Solutions Advanced Issue Resolution Specialist (Cedar City, UT), Other , Cedar City, Utah

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