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. 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
Qualifications
- 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)