Account Service Lead

Brink's; Dover (DE); Remote; USD 21,000 - 26,000; Full time

Job summary

Brink's is seeking an Account Services Lead to manage enterprise retail customer accounts from a remote US base. You will be the primary escalation point for customer service issues, liaising between internal teams and clients, and driving post-sale support to meet and exceed contractual SLA expectations.

The role demands strong relationship-building, analytical thinking, and the ability to coordinate across sales, support, and operations.

Qualifications

• High School Diploma required.
• 4+ years in a Customer Service environment.
• 2+ years in the retail/banking industry.

Responsibilities

• Build and maintain strong relationships with assigned accounts.
• Escalate customer service issues as primary point of contact.
• Lead internal groups to evaluate and implement solutions meeting customer needs.
• Understand customer processes and respond to various requests.
• Make independent decisions on support issues in real time.
• Coordinate with customer, sales, support and other resources to deliverables for customers.
• Manage overall customer relationship and satisfaction.
• Liaise among vendors, external and internal clients.
• Support planning strategies to enhance service delivery.
• Prepare and analyze customer relationships through performance reporting.
• Participate in Customer Scorecard calls.
• Review monthly SLA-related penalty calculations.
• Review issue logs to ensure SLA compliance.
• Coordinate communication between customer and field service management.
• Create weekly reports on issues for management.
• Assist with claims escalations for assigned accounts.
• Keep customer location master up to date.

Skills

Customer service

Account management

CRM knowledge

Communication skills

Education

High School Diploma

Tools

Salesforce

Job description

Work from Home US

Full time

R79787

$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

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 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

What's Next?

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.

Build a Career with Purpose at Brink’s

For 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)