What are the responsibilities and job description for the Escalation Specialist position at Gen?
About Us:
Gen. (NASDAQ: Gen) is the global leader in consumer Cyber Safety. We are dedicated to helping secure the devices, identities, online privacy, and home and family needs of nearly 50 million consumers, providing them with a trusted ally in a complex digital world.
As cyberthreats evolve, consumers need a single ally for device security, identity theft protection, and online privacy. Navigating today’s digital universe is complex and can leave consumers feeling out of control – with cybercriminals creating malware and phishing, ransomware and viruses, data breaches and unsecure Wi-Fi connections. We help protect you and your family when online with solutions that keep you Cyber Safe.
Protecting the consumer’s Cyber Safety requires great people. We have people across the globe working on products and services that protect what matters most—from device security to identify theft protection services, online privacy and protecting the home and family, everything we do begins with what we’ve learned about keeping people’s information secure. Gen delivers comprehensive protection for consumer’s Cyber Safety.
Position Summary:
Handling of internally escalated NAM customer queries: Cases are received from Gen Executive leaders . These cases must be handled with the utmost sensitivity to the customer and the organisation within a specified time frame ultimately resulting in the retention of the customer. Communication of the highest standard is key during the handling of these cases to ensure both customers and internal stakeholders are aware of the outcome of the case.
Handling of cases escalated from Gen Support Partners: Cases are received from Gen's outsourced Support Partners who have requested assistance in handling the case. These cases must be handled with the utmost sensitivity to the customer and the organisation within a specified time frame ultimately resulting in the recovery and continued loyalty of the customer.
Handling of cases Advanced from Gen Support Partners: The Executive Escalation team provides a consultation service to our Gen outsourced Support Partners where advice on next best troubleshooting steps is given. The Supervisor of the team will monitor the quality and SLA of cases handled to ensure the retention and continued loyalty of these customers and also works, when necessary, with our outsourced Support Partners on process improvement.
Essential Duties and Responsibilities:
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.
Gen. (NASDAQ: Gen) is the global leader in consumer Cyber Safety. We are dedicated to helping secure the devices, identities, online privacy, and home and family needs of nearly 50 million consumers, providing them with a trusted ally in a complex digital world.
As cyberthreats evolve, consumers need a single ally for device security, identity theft protection, and online privacy. Navigating today’s digital universe is complex and can leave consumers feeling out of control – with cybercriminals creating malware and phishing, ransomware and viruses, data breaches and unsecure Wi-Fi connections. We help protect you and your family when online with solutions that keep you Cyber Safe.
Protecting the consumer’s Cyber Safety requires great people. We have people across the globe working on products and services that protect what matters most—from device security to identify theft protection services, online privacy and protecting the home and family, everything we do begins with what we’ve learned about keeping people’s information secure. Gen delivers comprehensive protection for consumer’s Cyber Safety.
Position Summary:
Handling of internally escalated NAM customer queries: Cases are received from Gen Executive leaders . These cases must be handled with the utmost sensitivity to the customer and the organisation within a specified time frame ultimately resulting in the retention of the customer. Communication of the highest standard is key during the handling of these cases to ensure both customers and internal stakeholders are aware of the outcome of the case.
Handling of cases escalated from Gen Support Partners: Cases are received from Gen's outsourced Support Partners who have requested assistance in handling the case. These cases must be handled with the utmost sensitivity to the customer and the organisation within a specified time frame ultimately resulting in the recovery and continued loyalty of the customer.
Handling of cases Advanced from Gen Support Partners: The Executive Escalation team provides a consultation service to our Gen outsourced Support Partners where advice on next best troubleshooting steps is given. The Supervisor of the team will monitor the quality and SLA of cases handled to ensure the retention and continued loyalty of these customers and also works, when necessary, with our outsourced Support Partners on process improvement.
Essential Duties and Responsibilities:
- Accountable for the retention and recovery of escalated Gen customers, measurable via general Customer Experience Metrics (example Csat, Dsat,Retention, Loyalty).
- Act as a liaison between internal teams to ensure customers’ needs are being communicated and met; coordinating with Legal, PR and Supportability as an example.
- Consciously create a workplace culture that is consistent with the overall organizations.
- Manage case load to ensure SLA goals are met
- Provide a great member experience
- Handled cases from multiple queue types including but not limited to Offline refunds BBB, Englis letters, advancements and executive level escalations
- Identify, develop and recommend process and behavioral improvements to enhance overall member experience
- May handle special projects as directed by management
- Strong knowledge of Gen products and policies
- Ability to work under pressure and communicate to the team, stakeholders and customer competently and clearly when customer issues become escalated
- A People person - someone with a high emotional IQ who is empathetic to the needs of our employees, stakeholders and customers and is passionate about managing and developing people.
- A logical person who is organized and efficient
- Demonstrates excellent verbal and written communication skills - includes being adept at noticing communication and operational gaps
- Shows strong decision making and problem-solving skills
- Must be a team player and can collaborate across global teams
- Prior experience (1 year) in a technical support or customer service role
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.