I have heard very few positive things about working at Vivint from anyone that worked there for longer than six months and wasn't management or sales. Mental breakdowns are the norm (especially in the monitoring department since you may work with some heavy subject matters), the turnover rate is extremely high, and pay is dirt cheap for technical, precise, mentally taxing work in the backbone department of the company. The pay rate was $12.50/hr when I worked there. It only paid $1.50 more per hour than the McDonald's down the street, yet this job runs the risk of getting people killed or injured if you make a mistake. McDonald's doesn't.
Because of the nature of mistakes in this role, they can be a big deal since people may get hurt if you mess up. However, making a single mistake also means you are ineligible for a bonus during that pay period. This is a big deal when pay is as low as it is because it disincentivizes the reporting of potentially serious mistakes, especially ones that will be harder to fix than to ignore. When mistakes are punished and pay is this low, employees will cover up errors instead of reporting them since doing the right thing means they might not make rent that month. Further, most mistakes (both conscious and unconscious) will go uncaught due to the sheer number of alarms the department handles. This is unacceptable for a line of work that deals with people's safety, and protocol regarding the topic urgently needs to be changed.
They treat their workers as expendable and it shows. If you are one second late, you will get an attendance infraction. It will also result in a lost bonus for that pay period as well. If you are one second late 10 times in a 90 day period, you will very possibly be fired.
We were constantly understaffed in monitoring (partially for the reason mentioned above), and very little hiring was done to make up for it. This resulting in a constant barrage of back-to-back alarms with no time to breathe. I don't know if this has changed since I left, but it was a serious problem during my entire time there. We regularly had alarms that held for over 60 minutes due to understaffing and high volume, yet nothing was done to prevent turnover and hiring was so slow that it ended up falling on all remaining reps to pick up the slack.
Vivint is very much a penny-wise, pound-foolish company. Customer Loyalty was paid ~$16/hr, yet monitoring was paid $12.50/hr and customer service was ~$13/hr. They were discussing raising monitoring to ~$14/hr but delayed the raise due to the pandemic. I don't know if/when that raise will go through since I left before it went live. The company cares about sales and getting the customer locked into the contract, but doesn't care about their experience after that. While I was there, the highest performing sales rep got a sports car as a reward. Meanwhile, food was not provided for the monitoring team on Christmas eve, Thanksgiving, New Year's eve, or any other holiday. Lower management had to cook or order food on their own time and with their own money to keep morale up on those nights, as Vivint did not supply anything to the team, regardless of the occasion or holiday.
If you want to work in Sales, Vivint is probably a great place to work, but Monitoring was grueling and painful for everyone I knew. There's a reason most reps don't last more than 6 months in the role.
