Customer Solutions Specialist - 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.

Ready to launch a career with real growth, technical skill building, and earning potential?
Join our Customer Solutions Team
, where you'll become a trusted expert who guides customers through account questions, troubleshooting, product value, and advanced support.

We're looking for curious, motivated individuals who love technology, enjoy solving complex problems, and are passionate about delivering world-class customer solution experiences.
As a Customer Solutions Specialist
, you'll master the full customer experience from account support to advanced troubleshooting to offering valuable add-on services.
You'll be the calm, confident voice customers rely on delivering clarity, solutions, and peace of mind.

We're committed to creating an environment where you can grow, thrive, and build a long-term career.

• Paid, hands-on training with supportive leaders and coaches
• Comprehensive Medical, Dental & Vision coverage starts Day One
• Paid holidays + flexible paid time-off
• 401(k) with company match
• Employee Stock Purchase Plan (ESPP)
• Employee Resource Groups & inclusive culture
• Friends & Family Product Discounts

• Starting Rate: $17.50/hour
• Career Progression: We offer a structured growth plan with reviews at 90 and 135 days. Each phase unlocks higher pay and added incentives
  , with the opportunity to reach $19.50/hr within 135 days
  . On top of hourly pay, you can earn $85-$145+ biweekly through additional compensation programs.

• Training Week 1: 20 hours of work that will include onboarding, technology check and set up, on the job observations and online self-paced learning modules
• Training Week 2-6: Monday - Friday 8:00am - 4:30pm

As a Customer Solutions Specialist, you will:

• Deliver exceptional customer service across a high volume of inbound support calls
• Provide clear resolutions for technical, account, and equipment-related needs
• You’ll be expected to take revenue-related actions on most calls such as pitching an offer or sending a referral. While not every call allows for this (approximately 10-15%), consistently looking for opportunities is key to success in this role.
• Manage escalations with resilience and a solutions-first mindset
• Think outside the box to tailor solutions that meet customer needs
• Build trust through confident communication and active listening
• Multi-task across systems, tools, and resources while maintaining accuracy
• Represent Vivint with professionalism and customer-centricity

You will thrive in this role if you bring:

• Curiosity, resourcefulness, and a desire to solve problems
• A calm, steady presence in challenging conversations
• Strong verbal and written communication
• Tech-savviness or interest in smart home technology
• Ability to multitask effectively in a fast-paced environment
• Initiative, ownership, and a love for learning
• Confidence in offering promotions and product upgrades (sales experience is a plus)
• High level of confidentiality and trustworthiness

• Must be at least 18 years old
• Must obtain a Burglar Alarm License (provided and paid by Vivint)
• Must be able to type 40 WPM
• Cannot reside in CA, CT, DC, ME, or WA