Customer Service Representative

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