Escalation Specialist at Gen

Tempe, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

0.0

Posted On

08 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Retention, Case Management, Communication, Problem Solving, Decision Making, Emotional IQ, Organization, Process Improvement, SLA Management, Customer Experience Metrics, Stakeholder Management, Team Collaboration, Product Knowledge, Policy Knowledge, Troubleshooting

Industry

technology;Information and Internet

Description

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: 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 Required Qualifications: 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 Preferred Qualifications: Prior experience (1+ year) in a technical support or customer service role 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. Gen is a global company dedicated to powering Digital Freedom through its trusted consumer brands including Norton, Avast, LifeLock, MoneyLion and more. Our combined heritage is rooted in financial empowerment and cyber safety for the first digital generations, and today we deliver award-winning cybersecurity, online privacy, identity protection and financial wellness solutions to nearly 500 million users in more than 150 countries. Together, we share a collective passion and vision to protect consumers and help them grow, manage and secure their digital and financial lives. We’re always looking for smart, fearless and high-impact talent who see AI as a teammate – leveraging it to move faster and deliver meaningful results. When you’re part of Gen, you’ll have the flexibility, tools and support to do your best work and grow your career – from flexible working options and time off to competitive pay, benefits and well-being programs. At Gen, we are scrappy and relentlessly customer driven. We create room for healthy debate, experimentation and continuous learning, and we seek out people with different experiences, identities and ideas to join our team. You’ll work with people who back each other, respect each other and understand that our differences are a competitive advantage. If this sounds like you, we’d love you to be part of Gen. Gen is an equal opportunity employer, and we’re committed to fair, inclusive practices at every stage of the candidate and employee journey. Employment decisions are based on merit, experience and business needs. Learn more at GenDigital.com. Click HERE to review our Global Applicant Privacy Policy. Click HERE to review Legal Notices and Information. Gen is committed to requests for reasonable accommodations to assist you in applying for positions at Gen including resume submissions. If you need to request an accommodation, please contact HR Service Exchange. *LifeLock identity theft protection is not available in all countries.

Responsibilities

The specialist is accountable for the retention and recovery of escalated customers by handling sensitive cases received from executive leaders and outsourced support partners within specified time frames. This role requires acting as a liaison between internal teams like Legal and PR to ensure customer needs are met while maintaining high communication standards.