Gen
Company Overview
Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Our combined heritage is rooted in providing safety for the first digital generations. We bring leading technology solutions in cybersecurity, privacy and identity protection to more than 500 million users in 150 countries so they can live their digital lives safely, privately, and confidently today and for generations to come. We’re always looking for smart, fearless, and dedicated people. Together, we have a collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.
About the Role This role will handle member cancellation calls and work to resolve issues and provide solutions or promotional offers designed to retain the caller as a NortonLifeLock member. Processes all member cancellations and saves to ensure accurate reporting for the Member Retention Initiative. Displays thorough knowledge of NortonLifeLock and competitor products, services and messaging, to re-sell members on the benefits of NortonLifeLock. The purpose of this position is to save member relationships and mitigate revenue loss.
Responsibilities
Manage outbound and inbound cancellation calls from existing members
Follow prescribed call flows, scripts, and disclosures as directed by leadership
Deliver a positive member experience with every call interaction
Mitigate revenue loss and maximize member relationships
Adhere to scheduled shift and maximize productivity as defined by leadership
Complete required training to maintain product/business knowledge as well as comply with mandatory training classes (e.g. insider trading, reboot, etc.)
Maintain job related knowledge by openly and actively participating in 1x1 coaching sessions with direct supervisor
Ability to protect all forms of highly confidential and proprietary business information and maintain the highest standards of privacy and security
Ability to follow and abide by all information and security policies and practices
Qualifications
High School Diploma or equivalent required. Ability to successfully work in a quota driven environment, where a portion of total compensation is at risk
Minimum of 1 year of sales experience, preferably in a call center environment. Excellent verbal, written and listening communication skills
Minimum 1 year of experience using computer-based CRM and/or order entry type applications. Ability to learn and execute selling techniques
Self-motivated and able to perform in a fast-paced environment
Excellent interpersonal skills and ability to work with others
Time management skills
Proficient in the use of MS Office, Internet and web-based applications
Regular and punctual attendance required eCommerce experience is a plus
Norton Software knowledge a plus
Equal Employment Opportunity Statement Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
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About the Role This role will handle member cancellation calls and work to resolve issues and provide solutions or promotional offers designed to retain the caller as a NortonLifeLock member. Processes all member cancellations and saves to ensure accurate reporting for the Member Retention Initiative. Displays thorough knowledge of NortonLifeLock and competitor products, services and messaging, to re-sell members on the benefits of NortonLifeLock. The purpose of this position is to save member relationships and mitigate revenue loss.
Responsibilities
Manage outbound and inbound cancellation calls from existing members
Follow prescribed call flows, scripts, and disclosures as directed by leadership
Deliver a positive member experience with every call interaction
Mitigate revenue loss and maximize member relationships
Adhere to scheduled shift and maximize productivity as defined by leadership
Complete required training to maintain product/business knowledge as well as comply with mandatory training classes (e.g. insider trading, reboot, etc.)
Maintain job related knowledge by openly and actively participating in 1x1 coaching sessions with direct supervisor
Ability to protect all forms of highly confidential and proprietary business information and maintain the highest standards of privacy and security
Ability to follow and abide by all information and security policies and practices
Qualifications
High School Diploma or equivalent required. Ability to successfully work in a quota driven environment, where a portion of total compensation is at risk
Minimum of 1 year of sales experience, preferably in a call center environment. Excellent verbal, written and listening communication skills
Minimum 1 year of experience using computer-based CRM and/or order entry type applications. Ability to learn and execute selling techniques
Self-motivated and able to perform in a fast-paced environment
Excellent interpersonal skills and ability to work with others
Time management skills
Proficient in the use of MS Office, Internet and web-based applications
Regular and punctual attendance required eCommerce experience is a plus
Norton Software knowledge a plus
Equal Employment Opportunity Statement Gen is proud to be an equal-opportunity employer, committed to diversity and inclusivity. We base employment decisions on merit, experience, and business needs, without considering race, color, national origin, age, religion, sex, pregnancy, genetic information, disability, medical condition, marital status, sexual orientation, gender identity or expression, military or veteran status, or other unlawful factors. Gen prohibits discrimination based on these protected characteristics and recruits talented candidates from diverse backgrounds. To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
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