Customer Service Associate

Gen Digital México • Tempe, AZ

448d

About The Position

The Customer Service Associate at Gen Digital plays a crucial role in ensuring customer satisfaction by serving as the front-line resource for inquiries related to product support, account management, and member-portal navigation for Norton and LifeLock security offerings. This position requires strong communication skills, empathy, and the ability to troubleshoot various customer issues while promoting service expansion opportunities.

Requirements

• High School Diploma or equivalent.
• 2 years of related experience in customer service, preferably in a call center environment.
• Strong communication skills.
• Critical thinking and time management skills.
• Ability to multitask over multiple systems and manage calls effectively.
• Comfortable with sales and call center Key Performance Indicators.

Nice To Haves

• 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.
• Ability to follow and abide by all information and security policies and practices.

Responsibilities

• Be the front-line voice of the company through professionalism and positive demeanor.
• Demonstrates high member satisfaction levels and results; actively works to improve the overall member experience.
• Provides high quality service beyond member expectations.
• Builds strong rapport by utilizing relating skills, asking clarifying questions and assisting customer needs.
• 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.
• Speaks positively of the company and members at all times.
• 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 active listening skills to assist member needs.
• Asks clarifying questions to support proper solutions and uncover additional needs.
• Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management.
• Able to provide daily feedback and readouts with management on voice of the customer and suggestions for improvements.
• Navigate through multiple systems to support the customer and able to use critical thinking when answers to customers issues are completely clear.

Benefits

• Flexible working options with generous time off.
• Competitive benefits and compensation packages.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees