Symantec Fraud Protection/Customer Service Agent in Tempe, Arizona
The mission of Symantec’s Consumer Digital Safety Segment is to protect our customers’ information, identities, devices, homes, and families with Norton and LifeLock technology solutions. Every day we protect more than 50 million consumers and small businesses in over 60 countries around the globe. Norton's broad array of industry-leading, award-winning technologies include device protection for PC, Mac and mobile (iOS and Android), secure backup, password management, and parental controls. Norton recently developed a new set of innovative technologies to protect internet connected devices and families in the home (IoT). Norton and LifeLock have also joined forces to provide the broadest set of digital safety solutions by leveraging LifeLock’s comprehensive Identity Protection Services.
About the Role:
This Agent role 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. The successful candidate will be a high-performing team member that will be a value-add to our existing company culture. Pay for this role is $15.50/hour plus amazing monthly incentive opportunity and full time benefits starting day one!
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 Qualifications:
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 LifeLock policies and procedures
Strong communication, Critical Thinking, Time Management, Multi-Tasking over multiple systems, and Call Management skills
Understands & is comfortable with Sales and other Call Center Key Performance Indicators (KPIs) ---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 practices.
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.
Symantec Corporation (NASDAQ: SYMC), a global leader in cybersecurity, operates one of the world’s largest cyber intelligence networks allowing organizations, governments, and people to secure their most important data wherever it lives. Enterprises across the world rely on Symantec for integrated cyber defense against sophisticated attacks across endpoints, infrastructure, and cloud. More than 50 million people and families rely on Symantec’s Norton and LifeLock Digital Safety Platform to help protect their personal information, devices, home networks, and identities at home and across their devices.
Relentlessly protect the world’s information. Make a difference at Symantec. Across the globe, we are an ‘essential’ partner to both consumers and businesses of all sizes. We combine our talents, our brains, and our creative energy to reinforce our place as a world-class technical community.
Our most critical asset at Symantec is the talent we hire - you! We look for people who have a desire to excel and reflect our values: Innovation, Action, Customer-Driven, and Trust. We recognize that every opening in our company is a chance to increase Symantec's competitive advantage, and we are willing to invest in you in order to win.
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.
Symantec will respond to requests for reasonable accommodations to assist you in applying for positions at Symantec, or to submit a resume. If you need to request an accommodation, please contact HR Service Exchange at https://symantec.service-now.com/hrp/ .
EEO is the Law. Applicants and employees of Symantec Corporation are protected under Federal law from discrimination. Click here at http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf to find out more.