Weekend only - Customer Service Representative-Monitoring Specialist

Vivint Smart Home - Provo, UT

Full-time | Part-time
Job Description
Join our team!

Whether you’re looking for your next job or a place to build your career, we have what you’re looking for! We offer full-time, part-time, and flexible schedules with career development opportunities and a clear path to leadership roles.

Join our National Award Winning Alarm Monitoring team! Vivint’s Alarm Monitoring Representative position is a great part-time or full-time position for anyone looking for a job in the Provo/Orem, UT area. In a modern, state of the art call center with a fun atmosphere, our Monitoring Representative’s protect families and property 24/7. Our Monitoring Representatives take on very important roles to ensure the safety of our customers, including; (1) Properly respond to alarm signals from our customers’ alarm systems (2) Dispatch emergency signals to police, fire, and medical agencies. (3) Provide world-class customer service to our customers in their time of need.

Would you like to use your customer service skills to profoundly impact lives and receive customer testimonials like this?

“Vivint dispatched the fire department and I ran to get our five young children out of the house….Vivint saved our lives”
“I’d like to thank Vivint staff and the Monitoring Professional who scared the robbers out of my house.”
Weekend Shift = 20 hours per week, 1st, 2nd, and 3rd shifts available Saturday and Sunday

Training: 3 weeks of paid, mandatory training (Saturday/Sunday)

Pay: $12.50/hr + Shift Differentials + Bi-weekly Performance Bonus (Performance bonus is based on individual performance quality metrics)

Bonus/Commission: Top Performers earn up to an extra $2.00-$3.00/hour

Why you’ll love working here:
Career development and opportunities for growth
Monthly performance bonuses
Free catered lunch/snacks/drinks; fresh menu daily
Part-time and Full-time opportunities
Employee pricing on smart home products
Flexible scheduling
Discounts with various national companies and vendors
Casual dress code
Onsite fitness center*
Onsite medical clinic*
Fun office culture with events and competitions

Duties and Responsibilities:
Monitoring Representatives will have a thorough knowledge of alarms and how to access, handle and disconnect signals.
Verify, respond to and dispatch on emergency signals.
Notify customers of non-emergency signals.
Notify responders of emergency signals after dispatch.
Process basic data changes and updates to customer accounts.
Answer inbound calls from Vivint Smart Home customers & employees
Be an advocate for our customers, creating peace of mind
Provide personalized solutions
Accurately document and update records in required systems
Generate customer interest by outlining the value in the services & products we offer
Build customer loyalty through exceptional customer service
Receive and process inbound calls from agencies requesting information regarding emergency dispatches.
Position requires weekend, holiday and shift work and may require mandatory overtime
What will make you successful

Living the company values
Passion for helping others - going above and beyond for our customers
Excellent communication (both verbal and written) as well as relationship-building skills
Exceeding customer satisfaction, efficiency metrics, and issue resolution targets
Strong problem-solving skills and the ability to think analytically while working in a fast-paced environment
Being flexible/adaptable
Great computer (Microsoft Excel, Word, navigate multiple software applications) and typing skills
Conflict management skills and maintaining professional composure
Continuously looking for areas of improvement and communicating trends to leadership
Ability to multi-task with ease, effectively prioritize tasks and be a self-starter
Customer service experience
Regular and reliable attendance
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

High School Diploma or equivalent.
You must be able to complete a 3 week New Hire training class on Saturday and Sunday.
Highly dependable with regular and punctual attendance.
Must have reliable transportation to our Provo, UT location.
Monitoring Representatives must be able to pass a background check as mandated by the states requiring registration/licensing.
Vivint, an equal opportunity employer, does not consider any protected traits (e.g. race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under federal, state and local laws. We are a drug-free environment. We don’t conduct pre-employment drug screening, however, we do conduct random drug testing onsite.