What are the responsibilities and job description for the Customer Service Identity Alerts Representative position at Gen?
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.
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:
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.
We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
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
- 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
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.
We consider individuals with arrest and conviction records and do not discriminate against employees for discussing their own pay or that of other employees or applicants. Learn more about pay transparency.
To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.