Account Services Lead

Brinks Texas License #C00550

About Brinks :

The Brinks 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.

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 Brinks 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

Whats Nex t

Thank you for considering applying for a job at Brinks. 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 Brinks. For more information about future career opportunities join our talent network like our Facebook page or Follow us on X.

Brinks 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. Brinks 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.

Key Skills

Administrative Skills,Facilities Management,Biotechnology,Creative Production,Design And Estimation,Architecture

Employment Type : Full-Time

Experience : years

Vacancy : 1