Customer Service Agent

AVG; Tempe (AZ); On-site; USD 36,000 - 48,000; Full time

Job summary

Gen in the United States is seeking a Customer Service Agent to drive member satisfaction for Norton and LifeLock. You will handle product support, account management and member-portal navigation with empathy, problem-solving, and multi-system agility.

The role focuses on customer education and service expansion opportunities to help grow revenue while safeguarding privacy and security. If you are team oriented, results driven and able to communicate clearly under pressure, you will fit right in

Qualifications

• HS Degree or equivalent and 2 years related experience, customer service, in a call center environment.
• Prepared for and reacts positively to consistent change.
• Able to multitask and prioritize effectively within guidelines.
• Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security.
• Ability to follow, adheres and abide by all Norton Lifelock information and security policies, procedures and practices

Responsibilities

• Think quickly across multiple systems to resolve Norton and LifeLock questions.
• Demonstrates empathy, compassion, and professional kindness with all members.
• Uses needs-based selling and sharp communication to build relationships.
• Resolves conflicts or dissatisfaction with products or services to ensure continued member loyalty.
• Demonstrates excellent written and verbal skills; proven track record of member interaction.
• Builds rapport by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service.
• Maintains thorough product knowledge to resolve issues without escalating to higher levels of management.
• Builds strong rapport by asking clarifying questions and understanding customer needs.

Skills

Customer service

Empathy

Communication

Problem solving

Education

HS Degree or equivalent

Job description

About Gen:

Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries.

Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We're always looking for smart, fearless and high-impact talent who see AI as a teammate - leveraging it to move faster and deliver meaningful results.

When you're part of Gen, you'll have the flexibility, tools and support to do your best work and grow your career - from flexible working options and time off to competitive pay, benefits and well-being programs.

At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You'll work with people who back each other, respect each other and understand that our differences are a competitive advantage.

If this sounds like you, we'd love you to be part of Gen.

About the Role:

The Customer Service Agent will successfully drive customer satisfaction as the front-line resource for handling inquiries regarding product support, account management, member-portal navigation, across Norton and LifeLock security offerings. The perfect match will have a strong ability to empathize, negotiate, think critically, multi-task, and troubleshoot across various systems/areas including light tech support such as; downloading software and assisting members navigating through different browsers in an efficient manner. In addition, he/she will be a product expert focused on customer education and service expansion opportunities to drive increased revenue. We are looking for a high-performing team member that will be a value to our existing company culture.

Key Responsibilities:

• Able to think quickly and move quickly through multiple systems to solve customers' Norton and LifeLock questions
• Demonstrates a high degree of empathy, compassion, and professional kindness with all members
• Demonstrates a high skill level of relationship building by using needs based selling techniques and sharp communication skills
• Resolves any member conflict or dissatisfaction with products or services to ensure continued member loyalty
• Demonstration of excellent written and verbal skills; proven track record of member interaction
• Builds rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service
• Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management
• Builds strong rapport by utilizing relating skills, asking clarifying questions and assisting customer needs

Skills:

• HS Degree or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience
• Prepared for and reacts positively to consistent change - preferred
• Able to multitask and prioritize effectively within guidelines - preferred
• Ability to protect all forms of highly confidential and proprietary business information and ability to maintain the highest standards of privacy and security
• Ability to follow, adheres and abide by all Norton Lifelock information and security policies, procedures and practices

What's next:

• TA Call- 15 minute chat with the Talent Acquisition Team
• Final Interview (F2F)

Gen is an equal opportunity employer, and we're committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs