What are the responsibilities and job description for the Customer Service Identity Alerts Representative position at Gen Digital?
Who Are We?
We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well-being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.
We're more than just a company; we're a global leader in digital safety. With a strong commitment to ensuring that everyone can navigate the digital world securely, we unite the best minds and cutting-edge technology through our family of brands: Norton, Avast, LifeLock, Avira, AVG, ReputationDefender, and CCleaner. Together, we protect over 500 million people worldwide. Our workplace is built on inclusivity, where your well-being is a top priority. We believe success comes from balance and authenticity. When you're thriving, you're unstoppable. So, bring your bold ideas and unstoppable drive, and join us in shaping the digital world. Ready to make an impact? Join #TeamGen.
Mission and Goals (About the Role)
Protect the profitability of the organization by providing world-class service/support and 100% accuracy in member fulfillment. Promptly handle assigned queues, including inbound/outbound calls and mediations for clients/third parties, ensuring quality service delivery within Service Level Agreements (SLA). Ensure responses are completed and documented within approved company performance guidelines and systems. Strive to uphold Gen’s guiding principles of loyalty, integrity, flawlessness, empathy, leadership, ownership, collaboration, and knowledge.
Responsibilities:
- Assist with inbound/outbound mediation calls to quickly stop potential identity theft for members in a fast-paced environment
- Productivity & Quality Standards: accuracy, timelines, thoroughness, customer service satisfaction and responsiveness
- Ability to work with wide range of computer systems and multiple screens
- Display analytical thinking, organizational/time management skills and multi-tasking capabilities
- Display sound problem-solving and deductive reasoning skills
- Ability to follow a clearly outlined SOP process
- Can closely be in team environment, representing alerts and maintain positive Gen culture
- Demonstrates a high skill level of relationship building and sharp communication
- Ability to build cross-functional relationship at merchant and vendor levels
Qualifications:
High School Graduate or equivalent and 2 years related experience, high level customer service in a call center environment. A college degree can be substituted for experience.
- Demonstrate integrity in a professional environment
- Excellent social, communication and written skills
- Able to multitask and prioritize effectively within guidelines
- Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions
- Superior work ethic, attendance and punctuality required
- Knowledgeable in business industry a Plus
#DL1
Gen is proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees. All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law. Gen strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider employment-qualified individuals with arrest and conviction records. In addition, we will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
Learn more about pay transparency
.Gen complies with all anti-discrimination laws.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
