Account Service Lead

Brink’s Inc; United States; On-site; USD 21,000 - 26,000; Full time

Job summary

Brink's Inc in the United States is seeking an Account Services Lead to manage enterprise retail customer accounts, serve as the primary escalation point for service issues, and coordinate between internal resources and external clients to drive satisfaction.

The role emphasizes building strong relationships, resolving SLA-related penalties, analyzing performance metrics, and delivering solutions that align with Brink’s strategic objectives.

Qualifications

• High School Diploma required; undergraduate degree preferred.
• Minimum 4 years’ experience in a Customer Service environment.
• Minimum 2 years’ experience in retail or banking.

Responsibilities

• Build and maintain strong working relationships with assigned accounts.
• Serve as primary escalation point for customer service issues.
• Coordinate between internal resources and external clients.
• Lead internal groups to implement solutions meeting customer needs.
• Respond to customer requests and inquiries in real time.
• Analyze performance metrics and prepare reports for management.
• Support planning strategies to enhance delivery of customer service.

Skills

Customer service

Communication

Relationship management

CRM experience

Education

High School Diploma

Undergraduate degree

Tools

Salesforce

Job description

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.

Pay Range

(Specific to NY,CA,CO,WA,MD)
$15.60 - $19.06 Hourly
Brinks Texas License #C00550

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

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.