[Remote] Scheduling Escalation & Reschedule Advisor - Remote

Note: The job is a remote job and is open to candidates in USA. 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. The Scheduling Escalation and Reschedule Advisor role is essential for managing scheduling conflicts, handling escalations, and ensuring a seamless rescheduling process for customers.ResponsibilitiesAddress and resolve scheduling conflicts promptly and efficientlyAct as the first point of contact for escalated scheduling issues, providing timely and effective resolutionsCoordinate and manage the rescheduling process, ensuring minimal disruption to customersCommunicate with customers via phone, email, chat, and text to confirm, reschedule, or resolve scheduling issuesMaintain accurate records of all scheduling interactions and resolutions in the systemWork closely with other departments to ensure a smooth scheduling process and address any systemic issuesIdentify areas for improvement in the scheduling process and suggest enhancementsSkillsPrevious experience in a customer service or scheduling role, preferably in a fast-paced environmentHigh school diploma or equivalent; additional qualifications in customer service or related fields are a plusExcellent verbal and written communication skillsFamiliarity and proficiency using Microsoft Office, web browsers, basic computer competencyStrong problem-solving abilitiesAbility to multitask and manage time effectivelyHigh attention to detail and organizational skillsCustomer-focused with a positive attitudeAbility to remain calm under pressureProactive and self-motivatedLaptop or Desktop computer with at least 16GB RAM – absolutely no ChromebooksWired internet connection – ethernet cable connection from computer to routerHigh-speed internet – 50mbps upload and download speed required minimumUSB headset – can be wireless, wired is preferred. No Bluetooth or AirPodsUSB mouse – can be wireless, wired is preferred. No trackpad usageDual monitors preferred but not requiredBenefitsTraining: Paid, 4 Weeks | Monday–Friday, 9:00 AM – 5:30 PM MTSpanish speakers get an additional +$0.50 on hourly pay after trainingCompany OverviewVivint offers an integrated smart home system along with in-home consultation, professional installation, monitoring, and support. It was founded in 1999, and is headquartered in Provo, Utah, USA, with a workforce of 10001+ employees. Its website is http://www.vivint.com.Company H1B SponsorshipVivint has a track record of offering H1B sponsorships, with 10 in 2025, 20 in 2024, 19 in 2023, 26 in 2022, 20 in 2021, 24 in 2020. Please note that this does not guarantee sponsorship for this specific role.



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