Customer Service Agent

Skills

About the Role

You'll be the front-line resource for handling customer inquiries about product support, account management, and member-portal navigation across Norton and LifeLock security offerings. You'll need a strong ability to empathize, negotiate, think critically, multi-task, and troubleshoot across various systems, including light tech support such as downloading software and helping members navigate different browsers efficiently. You'll also act as a product expert, focused on customer education and identifying service expansion opportunities to help drive increased revenue. You'll be expected to bring high performance and be a valuable addition to the existing company culture.

Requirements

• HS Degree or equivalent and 2 years related experience in 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 maintain the highest standards of privacy and security
• Ability to follow, adhere to and abide by all Norton LifeLock information and security policies, procedures and practices

Responsibilities

• Think and move quickly through multiple systems to solve customers' Norton and LifeLock questions
• Demonstrate a high degree of empathy, compassion, and professional kindness with all members
• Build relationships using needs-based selling techniques and sharp communication skills
• Resolve member conflict or dissatisfaction with products or services to ensure continued member loyalty
• Demonstrate excellent written and verbal skills through member interaction
• Build rapport and confidence with members by facilitating discussions regarding identity theft concerns and offering appropriate solutions
• Display thorough knowledge of products, services, and the industry to resolve issues without escalating to higher management
• Build rapport by utilizing relating skills, asking clarifying questions, and assisting customer needs