Account Service Lead

Title: Account Service Lead

Location: Work from Home US

Full time

Job Description:

Pay Range:

(Specific to NY,CA,CO,WA,MD)

$15.60 - $19.06 Hourly

Brinks Texas License #C00550

#LI-Remote

About Brink's:

The Brink’s Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries.

We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.

Job Description

TheAccount Services Leadis responsible foraccount management, customer relations, and customer service and support aspects of the assigned Enterprise Retail customer accounts. The incumbent functions asprimaryescalationpointfor customer service issues and acts as the liaison between internal resources and external clients.

Pay: $24-$27/HR

Key Responsibilities:

• Build andmaintainstrong working relationships with various levels of assigned account(s)

• Assume ownership forpreand post-sales support issuesinitiatedby customer and internal personnel

• Lead activities of internal groups to evaluate and implement procedural and systematic solutions that most effectively meet customer needs while adhering to Brink’s strategy and business objectives

• Understand customer processes and needs andis able torespond to a wide variety of special customer requests and inquiries

• Make independent decisions and commitments to customer on support issues on a real time basis

• Work with customer, sales,supportand other resources to provide deliverable to enhance customer relationships and meet customer expectations

• Contribute to achieving specific accountobjectivesconsistent with company strategy

• Manage all support aspects of the customer relationship with ultimate responsibility for customer satisfaction

• Liaise among vendors, external and internal clients

• Support planning strategies and initiatives to enhance delivery of customer service

• Prepare, analyze, and manage customer relationships through performance reporting and metrics

• Participate on Customer Scorecard calls

• Review and verify penalty calculations due to SLA monthly

• Review issueslogsas needed to ensure customers SLA are met

• Coordinate communication between customer andappropriate fieldservice management

• Create weekly reportsidentifyingcurrent, repetitive, and potential issues for management

• Assist with Claims escalations for assigned accounts

• Communicate up to date customer location master for assigned accounts

• Perform other duties as assigned or necessary

Minimum Qualifications:

• High School Diploma

• Minimum of 4 years’ experience in a Customer Service environment

• Minimum of 2 years’ experience in the retail/banking industry

Preferred Qualifications:

• Experience supporting customer relationships in a financial, banking, or packagelogisticssetting

• Ability to manage and prioritize multiple competing projects

• CRM knowledge such as Salesforce

• Skilled in managing to metrics

• Capable of creative solution-generation

• Knowledge of Lean Concepts and Methodologies

• Undergraduate degree in a related field or equivalent combination of experience and training

Professional Skills:

• Advanced influencing skills with the ability to view issues through a company and customer lens

• Exceptional written and verbal communication abilities

• Excellent interpersonal and presentation skills

• Advanced change management skills

• Advanced analytical, financial modeling and critical reasoning skills