Customer Service Agent

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.

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
• Buils 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, adhere and abide by all Norton Lifelock information and security policies, procedures and practices