Account Services Lead Job Listing at Brinks in United States of America (Job ID R60180)

Description

Pay Range:

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

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 52 countries serves customers in more than 100 countries.

Brink's has been a trusted partner in securing commerce for more than 165 years. Together, every Brink's Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive culture that values people with diverse 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

Job Category 

The Account Services Lead is responsible for account management, customer relations, and customer service and support aspects of the assigned Enterprise Retail customer accounts. The incumbent functions as primary escalation point for customer service issues and acts as the liaison between internal resources and external clients. 

Key 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 

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 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 

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 

Thank you for considering applying for a job at Brink's. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.

Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink's. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.

Brink's is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink's is also committed to providing a drug-free workplace.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.