Associate Manager, Account Creation

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: Vivint Smart Home is seeking Associate Manager of Account Creation with a track record of building high performing virtual inbound customer service teams and developing strong Account Creation Agents. The right candidate will have a strong sense of urgency and the ability to improve operational efficiency through process improvement. Other critical factors for this role include great problem-solving skills, the ability to think outside the box to resolve customer issues and fostering a best-in-class culture for our virtual and in person team members.

Primary Responsibilities:

• Develop, manage, and coach supervisors of virtual and in person inbound teams to build successful teams and deliver an exceptional customer experience
• Analyze team performance and create action plans to drive improvement in KPIs and close performance gaps
• Make decisions about business policies, managing risks, and resolving employee issues
• Understand the specific challenges and opportunities of a work at home team and demonstrate ways to maximize performance to deliver first class customer and employee experience
• Build the bench of future leaders by developing Supervisors into successful coaches that demonstrate the ability to leverage customer feedback to implement changes that add value to our customers
• Ensure appropriate resources are available to meet changing requirements and volume to meet performance objectives
• Identify training gaps and partner with support teams to improve performance
• Hold regular meetings to discuss performance trends and communicate corporate and local initiatives
• Effectively interview and recommend candidates for hire
• Take corrective action to manage performance as appropriate
• Effectively respond to escalated customer service issues to ensure proper resolution

Required Skills:

• Provide insightful and proactive weekly reporting (data/trends/key projects/support needed) to key stakeholders.
• Work with business leaders, to identify and prioritize high value actions that can be taken or improved using data-driven decisions
• Leading cross functional teams in problem solving sessions to structure and solve open-ended problems and working to implement the recommended solutions
• Cross functional knowledge of Vivint and product
• Ability to work with a high degree of independence
• Exceptional and professional verbal and written communication skills
• Relationship building across multiple organizations

Required Education/Experience:

• Ability to articulate a complex problem, design, or build strategy
• Ability to articulate issues, risks, and proposed solutions to various levels of staff and management
• Ability to communicate effectively, in both written and verbal formats, with senior level leaders
• Ability to effectively partner and influence at any leadership level
• Ability to influence executive decision-making and successfully negotiate critical issue resolution related to program initiative.
• Exceptional organizational, conceptual, and analytical skills
• Ability to work dynamically across multiple projects and clients at one time

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.