CARE Virtual Field Tech Trainer

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.

Who We Are

The Customer Care Training team's mission is to develop and continuously support individuals through creative learning experiences, preparing our employees to be outstanding professionals and deliver best-in-class customer care.

As collaborators, we will cultivate innovative and inclusive learning solutions to drive engagement for positive change.

Who We Are Looking For

We are seeking a dynamic and passionate trainer who thrives on inspiring others and delivering impactful learning experiences. The ideal candidate is an exceptional communicator, skilled at building rapport with diverse audiences and facilitating engaging in-person and virtual training sessions. Success in this role requires adaptability, a growth mindset, and a commitment to continuous improvement.

Primary Role Responsibilities

• Champion Vivint's values by modeling excellence as an employee and teammate.
• Facilitate engaging training sessions that meet learner needs and build essential knowledge and skills.
• Ensure agents are equipped to deliver outstanding customer care by the end of training.
• Foster strong, professional relationships with the Training Team, Instructional Design Team, and business leaders.
• Collaborate with stakeholders to assess training needs and align learning strategies with business goals.
• Monitor employee performance and implement targeted learning interventions to drive improvement.
• Provide coaching and support as agents transition to live calls, ensuring readiness for production.
• Conduct quality assessments and design developmental training to support continuous growth.
• Identify and update outdated content in partnership with leadership to maintain alignment with current processes.
• Partner closely with VFT Operations Leadership to ensure a seamless transition from training to operations.
• Work collaboratively with the Program Coordinator to support training in logistics and execution.
• Participate in monthly customer call assignments as directed by leadership.
• Obtain and maintain Customer Care Certified Trainer status, including monthly certification requirements.
• Complete quarterly self and peer observations to enhance training effectiveness.
• Adhere to all Trainer Handbook guidelines and expectations.

Required Qualifications

• Confident, compassionate, and naturally inclined to lead and teach others.
• Demonstrates a consistently positive attitude and resilience under pressure.
• Strong interpersonal skills with the ability to connect with diverse learners and build trust with stakeholders.
• Advanced verbal and written communication skills, including the ability to navigate crucial conversations.
• Highly adaptable in a fast-paced, evolving environment.
• Excellent organizational and time management skills.
• Proven ability to lead collaborative teams and support individual development.
• Familiarity with various learning styles and the ability to tailor training accordingly.
• Strong facilitation and presentation skills for both in-person and virtual formats.
• Experience in coaching and training to improve performance outcomes.
• Proficiency in Contact Center tools such as Salesforce and Microsoft Office.
• Demonstrated success in meeting departmental performance and quality metrics.
• Flexibility to work varied hours, including early mornings and evening sessions.

Education & Experience

• High school diploma required; higher education preferred.
• Sales experience is a plus.
• Minimum 1 year of call center experience, ideally in Virtual Field Tech and/or Troubleshooting.
• Chat support experience preferred.
• Leadership experience encouraged but not required.
• Minimum 1 year of training experience is preferred.

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.