Account Service Lead

Posted 4 days ago

brinksSacramento (CA)

Customer Service Representatives Commercial Banking

SENIORITY

Mid

SALARY

$15.60 - $19.06 Hourly

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About the role

Work from Home USFull timeR79787Pay Range:(Specific to NY, CA, CO, WA, MD)$15.60 - $19.06 HourlyBrinks Texas License #C00550LI-RemoteAbout 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: 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.

Location: Work from Home (Remote USA)

Pay: $24-$27/hr (Bi-Weekly Pay)

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 projectsCRM 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 skillsAdvanced change management skillsAdvanced analytical, financial modeling and critical reasoning skills
What's Next?
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 equalopportunity/affirmativeaction 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. Build a Career with Purpose at Brink'sFor over 165 years, Brink's has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve-powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink's partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind. At Brink's, we operate in more than 100 countries, across cultures and languages, yet we're one team-committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact. No matter which business area or country you are located, Brink's offers a place to build a meaningful career. Here, you'll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what's right, working together, and striving for excellence. If you're looking for a career that combines purpose with performance, Brink's is the place for you. Brink's is proud to be an equal opportunity employer. If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know we're here to support you every step of the way. See the "Terms and Conditions for Brink's" at: Terms of Use - Brink's US (https://us.brinks.com/terms-of-use)See the "Brink's California Consumer Privacy Notice" at: Brink's California Consumer Privacy Act Notice - Brink's US (https://us.brinks.com/brinks-california-consumer-privacy-act-notice)

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