What are the responsibilities and job description for the Retention Agent position at Gen?
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 collective passion and a big vision to power Digital
Freedom by protecting consumers and giving them control of their digital lives.
When you’re a part of Gen, you are provided access to a range of resources and support to ensure you can do your best work and live your best life. This includes flexible working options with generous time off and competitive benefits & compensation packages.
Diversity is foundational to how we do business because we know the greatest ideas and results come from our unique perspectives and differences. We strive to create a safe, inclusive environment where you can bring your whole self to work. Team members are valued, respected, and celebrated for who they are in a meaningful and exciting atmosphere. Gen is an equal employment opportunity employer. Employment decisions are based on merit, experience, and business needs.
If this sounds like you—Gen has a dynamic, supportive culture with core values that celebrate diversity, promote teamwork, and encourage every team member to contribute and grow—join us!
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 ability to 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
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.
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.To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.