Customer Education & Retention Specialist

Gen; Tempe (AZ); On-site; USD 38,000 - 48,000; Full time

Job summary

Gen is seeking a Customer Service Agent to drive customer satisfaction as the front-line resource for product support, account management, and member-portal navigation across Norton and LifeLock offerings. The ideal candidate will demonstrate empathy, strong communication, and the ability to troubleshoot across systems, with a focus on education and service expansion to support growth.

The role requires multitasking, handling inquiries efficiently, and contributing to a positive, customer-driven

Qualifications

• HS Diploma or equivalent required; 2+ years related customer service experience preferred.
• Ability to adapt to change and remain positive under evolving processes.
• Strong multitasking and prioritization within guidelines.
• Protect confidential information and uphold Norton LifeLock privacy and security policies.
• Follow Norton LifeLock information security policies and practices.

Responsibilities

• Handle inquiries regarding product support, account management, and member-portal navigation across Norton and LifeLock offerings.
• Demonstrate empathy, professionalism, and clear communication with members.
• Build relationships using needs-based selling and effective communication skills.
• Resolve member concerns to preserve loyalty and ensure satisfaction.
• Demonstrate product knowledge and troubleshoot across multiple systems.
• Guide customers through identity protection services and related solutions to drive service expansion.
• Maintain up-to-date knowledge of products and industry trends to resolve issues without escalation.

Skills

Empathy

Multitasking

Communication

Problem-solving

Security awareness

Education

HS Diploma or equivalent

Job description

Gen is seeking a Customer Service Agent to drive customer satisfaction as the front-line resource for product support, account management, and member-portal navigation across Norton and LifeLock offerings. The ideal candidate will demonstrate empathy, strong communication, and the ability to troubleshoot across systems, with a focus on education and service expansion to support growth.

The role requires multitasking, handling inquiries efficiently, and contributing to a positive, customer-driven