Remote Account Lead | Customer Success & Escalation

Brink's; Olympia (WA); Remote; USD 22,000 - 26,000; Full time

Job summary

Brink’s is seeking an Account Services Lead who will manage enterprise retail accounts from a remote US location. You will serve as the primary escalation point for customer issues and coordinate with internal teams to deliver solutions that meet client SLA expectations.

The role requires strong relationship management, post-sale support ownership, and the ability to translate customer needs into actionable deliverables.

Qualifications

• Minimum of 4 years’ experience in a Customer Service environment.
• Minimum of 2 years’ experience in the retail/banking industry.
• Experience supporting customer relationships in a financial, banking, or package logistics setting.
• CRM knowledge such as Salesforce

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

Skills

Customer service

Account management

SLA management

Sales support

CRM (Salesforce)

Education

High School Diploma

Undergraduate degree preferred

Tools

Salesforce

Job description

Brink’s is seeking an Account Services Lead who will manage enterprise retail accounts from a remote US location. You will serve as the primary escalation point for customer issues and coordinate with internal teams to deliver solutions that meet client SLA expectations.

The role requires strong relationship management, post-sale support ownership, and the ability to translate customer needs into actionable deliverables.