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Brink’s Inc · 16 hours ago

Account Service Lead

United States

Full-time

Remote

Mid Level

$15.60/hr - $19.06/hr

4+ years exp

Brink's Inc is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. The Account Service Lead is responsible for account management, customer relations, and customer service support for Enterprise Retail customer accounts, acting as the primary escalation point for service issues.

Asset ManagementBankingConsultingFinance

Responsibilities

Build and maintain strong working relationships with various levels of assigned account(s)

Assume ownership for pre and post-sales support issues initiated by 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 and is able to respond 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, support and other resources to provide deliverable to enhance customer relationships and meet customer expectations

Contribute to achieving specific account objectives consistent 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 issues logs as needed to ensure customers SLA are met

Coordinate communication between customer and appropriate field service management

Create weekly reports identifying current, 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

Qualification

Customer Service ExperienceCRM KnowledgeRetail/Banking ExperienceAnalytical SkillsChange Management SkillsCreative Solution-GenerationLean Concepts KnowledgeCommunication SkillsInterpersonal SkillsPresentation Skills

Required

High School Diploma

Minimum of 4 years' experience in a Customer Service environment

Minimum of 2 years' experience in the retail/banking industry

Preferred

Experience supporting customer relationships in a financial, banking, or package logistics setting

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

Company

Brink’s Inc

Brink’s, Incorporated is the world’s premier provider of secure solutions – including global transportation and storage for high-value goods, currency and coin processing, smart safes, ATM services, security services and advanced technology – that deliver critical business intelligence, improved productivity and enhanced protection.

Founded in 1859

Richmond, Virginia, USA

10001+ employees