**We will be hosting an Open House on Tuesday, Nov. 5th from 10am-3pm. We are filling these Retention positions due to growth! Please come with a valid drivers license or state ID card (must have one of these), and plenty of updated resumes. We will be interviewing on the spot.
Address:
The Lifelock Contact Center
2035 W 4th Street, Tempe 85281
If you cannot attend the Open House, then please Apply Online below, after reading the job description. If your skill set matches, we will contact you for a phone interview.
JOB DESCRIPTION:
The Membership Retention Specialist delivers outstanding, world-class customer service through building strong rapport and providing appropriate solutions. Focus primarily on reducing member cancellations and increasing member enrollments. Varying shifts available. Department hours are 6am-8pm, Monday through Saturday.
**MUST BE ABLE TO WORK EVERY SATURDAY
Duties and Responsibilities:
* Handle member cancellation calls and work to positively resolve issues and provide solutions or promotional offers designed to retain the caller as a LifeLock member.
* Accurately process all member cancellations and saves, to ensure accurate reporting for the Member Retention Initiative.
* Displays thorough knowledge of LifeLock and competitor products, services and messaging, to position LifeLock's competitive advantage when re-selling members on the benefits of LifeLock.
* Acts as front line voice of the company through professionalism and positive demeanor.
* Demonstrates high member satisfaction levels and results and actively works to improve the overall member experience.
* Provides high quality service beyond member expectations.
* Builds strong rapport by utilizing relating skills, asking clarifying questions and anticipating member needs.
* Demonstrates a high degree of empathy, compassion and professional kindness with all members.
* Demonstrates a high skill level of relationship building by using needs based selling techniques and sharp communication skills.
* Resolves any member conflict or dissatisfaction with products or services to ensure continued member loyalty.
* Speaks positively of the company and members at all times.
* Demonstration of excellent written and verbal skills.
* Builds rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service.
* Displays active listening skills to anticipate member needs. Ask clarifying questions to support proper solutions and uncover additional needs.
* Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management.
* Acts as a resource and assists team members in educating members regarding services and products offered.
* Maintains regular contact and support of Manager. Inform Manager and team members of specific member situations where potential for errors exist.
Security Competencies:
* 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, security, policies and practices.
College preferred. High School or equivalent required.
* At least 1 year customer service experience preferred. Previous sales experience strongly preferred.
* Develops a strong knowledge of LifeLock products and services.
* Adheres to LifeLock policies and procedures.
* Acquires a solid knowledge of industry and competition. Stays informed of program policies and procedures, relevant laws and governmental regulations, and industry trends that affect our business.
* Has good computer skills using a Windows environment with working knowledge of LifeLock and web based systems.
* Able to multitask and prioritize effectively within guidelines.
* Strong communication and call management skills.
* Demonstrates strong interpersonal skills and ability to build strong member relationships.
* Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions.
* Understands and contributes toward meeting business unit objectives.
* Work is performed under the general supervision of Team Manager or designee.
* Position has no direct or indirect supervisory responsibilities.
* Work is performed in accordance with specific and detailed operating procedures.
* Has limited levels of discretion in setting work priorities.
* May mentor new representatives.
* Computer proficiency with Microsoft Office (Word, Excel)
LifeLock, Inc. is an EOE, AA/M/F/IWD/protected veterans.
*ID:* 2013-1682
*Overview:
* We will be hosting an Open House on Tuesday, Nov. 5th from 10am-3pm. We are filling these Retention positions due to growth! Please come with a valid drivers license or state ID card (must have one of these), and plenty of updated resumes. We will be interviewing on the spot.
Address:
The Lifelock Contact Center
2035 W 4th Street, Tempe 85281
If you cannot attend the Open House, then please Apply Online below, after reading the job description. If your skill set matches, we will contact you for a phone interview.
*Responsibilities:*
JOB DESCRIPTION:
The Membership Retention Specialist delivers outstanding, world-class customer service through building strong rapport and providing appropriate solutions. Focus primarily on reducing member cancellations and increasing member enrollments. Varying shifts available. Department hours are 6am-8pm, Monday through Saturday.
**MUST BE ABLE TO WORK EVERY SATURDAY
Duties and Responsibilities:
* Handle member cancellation calls and work to positively resolve issues and provide solutions or promotional offers designed to retain the caller as a LifeLock member.
* Accurately process all member cancellations and saves, to ensure accurate reporting for the Member Retention Initiative.
* Displays thorough knowledge of LifeLock and competitor products, services and messaging, to position LifeLock's competitive advantage when re-selling members on the benefits of LifeLock.
* Acts as front line voice of the company through professionalism and positive demeanor.
* Demonstrates high member satisfaction levels and results and actively works to improve the overall member experience.
* Provides high quality service beyond member expectations.
* Builds strong rapport by utilizing relating skills, asking clarifying questions and anticipating member needs.
* Demonstrates a high degree of empathy, compassion and professional kindness with all members.
* Demonstrates a high skill level of relationship building by using needs based selling techniques and sharp communication skills.
* Resolves any member conflict or dissatisfaction with products or services to ensure continued member loyalty.
* Speaks positively of the company and members at all times.
* Demonstration of excellent written and verbal skills.
* Builds rapport and confidence with the member by facilitating discussions regarding identity theft concerns and offering appropriate solutions with our service.
* Displays active listening skills to anticipate member needs. Ask clarifying questions to support proper solutions and uncover additional needs.
* Displays a thorough knowledge of products, services and the industry to resolve issues without escalating to higher levels of management.
* Acts as a resource and assists team members in educating members regarding services and products offered.
* Maintains regular contact and support of Manager. Inform Manager and team members of specific member situations where potential for errors exist.
Security Competencies:
* 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, security, policies and practices.
*Qualifications:*
College preferred. High School or equivalent required.
* At least 1 year customer service experience preferred. Previous sales experience strongly preferred.
* Develops a strong knowledge of LifeLock products and services.
* Adheres to LifeLock policies and procedures.
* Acquires a solid knowledge of industry and competition. Stays informed of program policies and procedures, relevant laws and governmental regulations, and industry trends that affect our business.
* Has good computer skills using a Windows environment with working knowledge of LifeLock and web based systems.
* Able to multitask and prioritize effectively within guidelines.
* Strong communication and call management skills.
* Demonstrates strong interpersonal skills and ability to build strong member relationships.
* Can identify and analyze potential problems, errors or operational/procedural issues and recommend proper solutions.
* Understands and contributes toward meeting business unit objectives.
* Work is performed under the general supervision of Team Manager or designee.
* Position has no direct or indirect supervisory responsibilities.
* Work is performed in accordance with specific and detailed operating procedures.
* Has limited levels of discretion in setting work priorities.
* May mentor new representatives.
* Computer proficiency with Microsoft Office (Word, Excel)
*Additional Information:* LifeLock, Inc. is an EOE, AA/M/F/IWD/protected veterans.
*Date:* 2013-10-30
*Country:* US
*State:* AZ
*City:* Tempe
*Postal Code:* 85281
*Category:* Client Services/Support
*Job Type:*