NAM Advancement Agent Role jobs in United States
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Gen · 4 hours ago

NAM Advancement Agent Role

positionUSA - Arizona, Tempe
timeFull-time
remoteOnsite
seniorityEntry Level
date1+ years exp

Gen is the global leader in consumer Cyber Safety, dedicated to helping secure the devices and identities of nearly 50 million consumers. The NAM Advancement Agent role involves handling escalated customer queries with sensitivity and ensuring customer retention through effective communication and case management.

Cyber SecurityDigital MediaInformation Technology

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

Qualification

Gen productsVerbal communication skillsWritten communication skillsCustomer service experienceDecision making skillsEmotional intelligenceOrganizational skillsProblem-solving skillsTeam collaboration

Required

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

Prior experience (1+ year) in a technical support or customer service role

Company

Gen

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Gen is a cybersecurity company that offers security, identity protection, and privacy solutions.
dateFounded in 2022
location
Tempe, Arizona, USA
people-size5001-10000 employees
web-link
https://www.gendigital.com

Funding

Current Stage
Public Company
Total Funding
$950M
2025-02-13Post Ipo Debt· $950M
2022-11-08IPO

Leadership Team

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Rich Matta
General Manager and Head of ReputationDefender
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Company data provided by crunchbase