Customer Service Agent

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.

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

Requirements

HS Degree or equivalent and 2 years related experience, customer service, in a call center environment. A college degree can be substituted for experience; 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

Nice to have

Prepared for and reacts positively to consistent change; Able to multitask and prioritize effectively within guidelines

Benefits

Flexible working options; Time off; Competitive pay; Benefits; Well-being programs