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Form of workJob Description
Our mission is to power a brighter future together. One that is safe, smart, and sustainable.
Summary:
In the CX Account Services & Tech Support Trainer role, you will maintain and update current in-house training programs and deliver training to existing and new hire employees supported by documented training materials for both departments.
Primary Responsibilities:
• Formulates customized training around the tasks/skills of positions within Vivint's Contact Centers for new employees
• Delivers training in both a classroom setting as well as remotely, when needed
• Delivers advanced training from a remote setting for the development and promotion of specialists on the floor
• Performs quality assessments and makes recommendations for continued developmental training based on those assessments
• Presents content and changes to training objectives to business partners to align on value and initiatives on the call floor
• Some travel between offices required based on operational needs
• Take four hours of phone calls each month (preferably in front of your training classes)
• Complete peer observations once a quarter
• Complete self-evaluation once a quarter
• Complete Trainer Certification Program
• At regular intervals, rotate into the role of a Performance Specialist to stay current on all floor updates and practices
• Must be able to train for morning classes starting as early as 8:00 am MST and evening classes starting between noon and 3:00 pm MST, full-time, year-round
• Preferred on-site Lindon, UT but can be working from Home
Required Skills:
• Experience in using Microsoft office software including Microsoft Office Word, PowerPoint, Outlook, and Excel.
• Knowledge of various learner and communication styles
• Ability to form, lead, and facilitate integrated teams and individuals
• Possesses skills in developing a performance-based work environment with high-performing individuals
• Exhibits a high degree of flexibility in adapting to a rapidly changing environment
• Strong organizational, analytical, prioritizing, and business planning skills including project management
• Excellent written and verbal communication skills to many and varied department and management levels
• Advanced interpersonal skills to effectively work with many diverse learners, build, and maintain healthy relationships with business leaders
• Ability to manage multiple tasks and responsibilities, monitoring sales objectives and results
• Demonstrated written and oral communication skills
• Ability to facilitate/deliver instructor-led training in person and via virtual platforms
• Knowledge and understanding of contact center systems and operations
Required Education/Experience:
• High school degree required; higher education is preferred
• Sales experience encouraged but not required
• 1-2 years of call center experience
• Leadership experience encouraged
• 1 year (Tech Support) department experience preferred
Learn about the Vivint Culture and why it's a great place to grow your career!
Here are some highlighted perks you should ask us about:
WORKING CONDITIONS:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
SAFETY:
Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report, and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.
If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".
Our mission is to power a brighter future together. One that is safe, smart, and sustainable.
Summary:
In the CX Account Services & Tech Support Trainer role, you will maintain and update current in-house training programs and deliver training to existing and new hire employees supported by documented training materials for both departments.
Primary Responsibilities:
• Formulates customized training around the tasks/skills of positions within Vivint's Contact Centers for new employees
• Delivers training in both a classroom setting as well as remotely, when needed
• Delivers advanced training from a remote setting for the development and promotion of specialists on the floor
• Performs quality assessments and makes recommendations for continued developmental training based on those assessments
• Presents content and changes to training objectives to business partners to align on value and initiatives on the call floor
• Some travel between offices required based on operational needs
• Take four hours of phone calls each month (preferably in front of your training classes)
• Complete peer observations once a quarter
• Complete self-evaluation once a quarter
• Complete Trainer Certification Program
• At regular intervals, rotate into the role of a Performance Specialist to stay current on all floor updates and practices
• Must be able to train for morning classes starting as early as 8:00 am MST and evening classes starting between noon and 3:00 pm MST, full-time, year-round
• Preferred on-site Lindon, UT but can be working from Home
Required Skills:
• Experience in using Microsoft office software including Microsoft Office Word, PowerPoint, Outlook, and Excel.
• Knowledge of various learner and communication styles
• Ability to form, lead, and facilitate integrated teams and individuals
• Possesses skills in developing a performance-based work environment with high-performing individuals
• Exhibits a high degree of flexibility in adapting to a rapidly changing environment
• Strong organizational, analytical, prioritizing, and business planning skills including project management
• Excellent written and verbal communication skills to many and varied department and management levels
• Advanced interpersonal skills to effectively work with many diverse learners, build, and maintain healthy relationships with business leaders
• Ability to manage multiple tasks and responsibilities, monitoring sales objectives and results
• Demonstrated written and oral communication skills
• Ability to facilitate/deliver instructor-led training in person and via virtual platforms
• Knowledge and understanding of contact center systems and operations
Required Education/Experience:
• High school degree required; higher education is preferred
• Sales experience encouraged but not required
• 1-2 years of call center experience
• Leadership experience encouraged
• 1 year (Tech Support) department experience preferred
Learn about the Vivint Culture and why it's a great place to grow your career!
Here are some highlighted perks you should ask us about:
- Free daily lunch and drinks on-site
- Paid holidays and flexible paid time away
- Employee/Friends/Family Discounts
- Onsite health clinic, gym, gaming tables
- Medical/dental/vision/life coverage & 24/7 Medical Hotline
- 401(k) + Employer Match
- Employee Resource Groups
WORKING CONDITIONS:
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
SAFETY:
Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report, and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.
If you are an active Vivint employee, please apply through Workday by searching "Find Jobs".
