Customer Service Associate

Gen Digital - Plano, TX

Full-time - Entry Level

Plano, TX

Publishing Industries

About the position

The Customer Service Associate at Gen 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 interpersonal skills, critical thinking, and the ability to multitask effectively while providing high-quality service to customers. The associate will also focus on customer education and service expansion opportunities to drive revenue growth.

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
• Maintains regular contact with, and supports the Manager- and informs Manager and team members of specific member situations where potential for errors exist

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
• Adheres to NortonLifeLock policies and procedures
• Strong communication, critical thinking, time management, multi-tasking over multiple systems, and call management skills
• Understands and is comfortable with sales and other call center Key Performance Indicators - preferred
• 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 and abide by all information and security policies and practice

Benefits

• Flexible working options
• Generous time off
• Competitive benefits & compensation packages