Account Service Lead

Pay Range: (Specific to NY, CA, CO, WA, MD) $15.60 - $19.06 Hourly Brinks Texas License #C00550 #LI-Remote About Brink'sThe 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 personnelLead 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 objectivesUnderstand customer processes and needs and is able to respond to a wide variety of special customer requests and inquiriesMake independent decisions and commitments to customer on support issues on a real time basisWork with customer, sales, support and other resources to provide deliverable to enhance customer relationships and meet customer expectationsContribute to achieving specific account objectives consistent with company strategyManage all support aspects of the customer relationship with ultimate responsibility for customer satisfactionLiaise among vendors, external and internal clientsSupport planning strategies and initiatives to enhance delivery of customer servicePrepare, analyze, and manage customer relationships through performance reporting and metricsParticipate on Customer Scorecard callsReview and verify penalty calculations due to SLA monthlyReview issues logs as needed to ensure customers SLA are metCoordinate communication between customer and appropriate field service managementCreate weekly reports identifying current, repetitive, and potential issues for managementAssist with Claims escalations for assigned accountsCommunicate up to date customer location master for assigned accountsPerform other duties as assigned or necessaryMinimum Qualifications: High School DiplomaMinimum of 4 years' experience in a Customer Service environmentMinimum of 2 years' experience in the retail/banking industryPreferred Qualifications: Experience supporting customer relationships in a financial, banking, or package logistics settingAbility to manage and prioritize multiple competing projectsCRM knowledge such as SalesforceSkilled in managing to metricsCapable of creative solution-generationKnowledge of Lean Concepts and MethodologiesUndergraduate degree in a related field or equivalent combination of experience and trainingProfessional Skills: Advanced influencing skills with the ability to view issues through a company and customer lensExceptional written and verbal communication abilitiesExcellent interpersonal and presentation skillsAdvanced change management skillsAdvanced analytical, financial modeling and critical reasoning skillsBuild 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. 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. 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)