Resources Retention Agent

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 :

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.