Scheduling Escalation & Reschedule Advisor - Remote

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.

We are seeking dedicated and detail-oriented Scheduling Escalations and Reschedules Advisors to join our team. This role is crucial in managing and resolving scheduling conflicts, handling escalations, and ensuring a seamless rescheduling process for our customers. The ideal candidate will possess excellent communication skills, a proactive approach to problem-solving, and the ability to work efficiently under pressure.

Starting Pay: $17.00/hour (Sundays and 1 weekday off each week)

Spanish speakers get an additional +$0.50 on hourly pay after training

Training: Paid, 4 Weeks | Monday–Friday, 9:00 AM – 5:30 PM MT

Post-Training: Permanent Sundays & 1 Weekday Off

Key Responsibilities:

• Address and resolve scheduling conflicts promptly and efficiently.
• Act as the first point of contact for escalated scheduling issues, providing timely and effective resolutions.
• Coordinate and manage the rescheduling process, ensuring minimal disruption to customers.
• Communicate with customers via phone, email, chat, and text to confirm, reschedule, or resolve scheduling issues.
• Maintain accurate records of all scheduling interactions and resolutions in the system.
• Work closely with other departments to ensure a smooth scheduling process and address any systemic issues.
• Identify areas for improvement in the scheduling process and suggest enhancements.

Required Skills:

• Previous experience in a customer service or scheduling role, preferably in a fast-paced environment.
• High school diploma or equivalent; additional qualifications in customer service or related fields are a plus.
• Excellent verbal and written communication skills.
• Familiarity and proficiency using Microsoft Office, web browsers, basic computer competency.
• Strong problem-solving abilities.
• Ability to multitask and manage time effectively.
• High attention to detail and organizational skills.
• Customer-focused with a positive attitude.
• Ability to remain calm under pressure.
• Proactive and self-motivated.

Technology Requirements:

• Laptop or Desktop computer with at least 16GB RAM – absolutely no Chromebooks
• Wired internet connection – ethernet cable connection from computer to router
• High-speed internet – 50mbps upload and download speed required minimum
• USB headset – can be wireless, wired is preferred. No Bluetooth or AirPods
• USB mouse – can be wireless, wired is preferred. No trackpad usage
• Dual monitors preferred but not required
• Must provide proof of requirements upon screening

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 at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.