Careforce Team Lead

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 :

The Careforce Team Lead role will be responsible for guiding ongoing enhancements and maintenance of the Salesforce platform. These responsibilities include cross-team collaboration on implementation strategies, user management, out-of-the-box capabilities vs customizations, security and visibility constraints, and providing mentorship and assistance to Careforce team members. This role will be key for helping coordinate ensure that we maintain an environment that can scale as our business grows while also adapting as business needs change.

What you will be working on :

• Translate company initiatives into actionable requirements within our Salesforce platform.
• Consult between involved technical teams for ongoing efforts and product strategies.
• As appropriate, recommend custom vs out-of-the-box solutions for new features or product enhancements within the platform.
• Help manage and support API integrations with authentication and access best practices.
• Mentor junior admins to encourage growth within the platform and actively assist with ongoing projects.
• Maintain a working knowledge of supported Salesforce features and products, as well as upcoming changes that impact the org. (i.e Process Builder, Flows, Data Modeling, Maps, Digital Engagement, Feedback Management, Access and Authentication, Release Updates, Lighting Experience, Feature Retirement)
• Identify opportunities for improvement when assisting with legacy features and implementations.
• Own the intake and backlog of Careforce requests, understanding what the team can take on and what falls outside their scope, while partnering with VT and business leaders to groom tickets to inform prioritization and required work so it flows efficiently through to completion.
• Proactively identify new opportunities for the Careforce team to enhance the agent experience, streamline workflows, and drive additional value across the contact center. Including understanding and finding new solutions that salesforce release and help understand if they are applicable to Vivint business

Who you will work with :

You will be working with business stakeholders and varying technical teams across business units to investigate, design, and implement product enhancements and solutions. Throughout each effort you'll work in conjunction with your fellow administrators and Careforce team members to consult and identify the appropriate course of action while documenting each effort. As needed, you'll also coordinate external assistance with Salesforce Premier Support and Proactive Monitoring.

What we're looking for :

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.