Retention Agent

Company Overview

Gen is a global company powering Digital Freedom through consumer brands including Norton, Avast, Life Lock, Avira, AVG, Reputation Defender, 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 a collective passion and a big vision to power Digital Freedom by protecting consumers and giving them control of their digital lives.

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 Norton Life Lock  member. Processes all member cancellations and saves to ensure accurate reporting for the Member Retention Initiative. Displays thorough knowledge of Norton Life Lock  and competitor products, services and messaging, to re-sell members on the benefits of Norton Life Lock .

The purpose of this position is to save member relationships and mitigate revenue loss.

• 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 maintain the highest standards of privacy and security
• Ability to follow and abide by all information and security policies and practices

• 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

To conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.