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.

Who We’re Looking For

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.

Why You’ll Love It Here

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

Compensation & Career Growth

• 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 & Development

• 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

A Day in the Life

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

What Will Make You Successful

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

Minimum Requirements

• 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

Work From Home & Technology Requirements:

• Work-from-home employees cannot be the primary caregivers for children, other people, or pets while on shift.
• Have a quiet and private location from which to work that includes a desk and chair
• You must be able to provide your own equipment which meets the following requirements
  • A computer (laptop or desktop) no older than 5-7 years
    (Please note our remote-based software does NOT work with Apple/Mac products, tablets, or Chromebooks.)
  • Computer must run Windows 10 or higher
  • Computer with at least 16GB RAM
  • Wired internet connection – ethernet cable connection from computer to router
  • High-speed internet – 35mbps upload and 50mbps download speed required minimum
  • USB wired headset equipped with a microphone
  • USB mouse wired mouse
  • Dual monitors are required (this can include laptop + 1 monitor)
  • Must provide proof of requirements via image submission & video conference validation

Working Conditions

This role operates in a professional environment (on-site or remote, depending on assignment). You’ll use standard office equipment including computers, phones, and communication tools.

Safety Commitment

Vivint maintains a strong culture of safety. Each employee is responsible for completing all required training and upholding safety standards, following all written and verbal directions, and reporting hazards promptly.

Compensation Note

Compensation reflects market cost of labor and may vary based on location, experience, and skillset. Base pay begins at $17.50 depending on geographical market adjustments.

Ready to Build Your Career? Apply Today!

If you’re a current employee, please notify your leader before applying.

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.