Vivint Claimed Company
Vivint, an NRG company, is a leading smart home and security provider in the United States, delivering an integrated smart home system with in-home consultation, white-glove professional installation and support, and award-winning 24/7 customer care and monitoring. Dedicated to redefining the home experience with intelligent products and services, Vivint serves over 2 million customers throughout the United States. read more
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I initially loved working at this company. Management was invested in the development and success of frontline employees because that affected the care our customers get. Since the change in leadership in customer solutions in 2018, eNPS and cNPS have suffered from cold, ineffective management.
What is most positive about the culture and environment at your company?
There are fairly regular contests, giveaways, and events. But anything limited to the department is declining in quality. Company wide events are still very fun.
What are some of the best things about your team?
I like my coworkers - they're nice people. I just wish I was able to actually establish deeper relationships with them instead of taking calls literally back to back for 8 hours.
Why do you feel undervalued and what would make you feel better about your compensation?
Having been at the company for several years, I'm highly skilled in the technical knowledge required for my job. I have not received any merit or tenure raises and I feel like my loyalty to the company is meaningless.
What's going wrong and how can it be improved?
Recently, the VP of customer excellence and the new leadership in customer solutions have switched tracks to prioritize profits over people, including customers and employees. Burnout and high turnover are inevitable unless dramatic changes are made or the leaders are replaced.
What does the leadership team need to get better at?
In customer Solutions, management needs to switch to a Palacios proactive leadership style and actually start listening and acting in employee concerns. I used to love working here. New management doesn't care about their employees- stop looking at us as resources. We're people.
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