Customer Success Agent

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 52 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 diverse 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

As the Agent, Customer Success under the general guidance of the Supervisor, Customer Success and Manager, Customer Success your mission is to deliver exceptional customer service while educating the customer on all features and functions of BRINKS/PAI. With knowledge of these essential job duties, responding to customer inquiries, resolving issues and complaints, evaluating the customer service lifecycle, and upholding the company’s customer care commitment and policies. The Call Center Agent is primarily responsible for assisting customers via telephone, email and chat. The ACS conducts day-to-day customer phone support while adhering to company policy and industry regulations.

Hourly Rate: $23-$25

WHAT YOU WILL DO:

• Adhere to the company mission statement and core values, while maintaining high ethical standards and professionalism
• Provide great customer support and care
• Maintains and updates customer information as needed
• Professionally handle high volume incoming inquiries from customers while providing outstanding, accurate customer service through multiple channels by answering or resolving all questions or concerns
• Resolve and de-escalate any situation
• Report and escalate unresolved customer concerns to management
• Handle all communications in a professional, empathic, and courteous manner
• Retain customers by having comprehensive knowledge of services, member benefits, policies and procedures
• Build positive and long-term relationships for business growth; understand their business objectives by providing exemplary support
• Identify trends in issues that may affect customer satisfaction levels and communicate to management
• Follow-up on outstanding issues
• Perform related duties as business needs present themselves, within your scope of practice

KNOWLEDGE, SKILLS & ABILITIES:

The competencies required for success in the Customer Success Agent role include:

• Interpersonal Savvy - Relates well to all kinds of people both inside and outside of the organization.
• Learning on the Fly – Learns quickly when facing new problems; open to change; analyzes both successes and failures for clues to improvement; enjoys the challenge of unfamiliar tasks.
• Perseverance - Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks; knows when to ask for help.
• Problem Solving - Uses logic and methods to solve problems with effective solutions; looks beyond the obvious and doesn't stop at the first answers.
• Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.

EDUCATION & EXEPERIENCE:

• High School diploma or General Education Development (GED) required
• Minimum of 2 years’ experience in a call center setting.
• Excellent computer, language and reasoning skills
• Bilingual in Spanish a plus
• Excellent multi-tasking skills 

COMPUTER / APPLICATIONS SKILLS:

• Knowledge of Microsoft Suite to include Outlook, Word and Excel
• Working knowledge of PAI Reports a plus
• Experience with applications such as Sales Force, Service Now or Zen Desk a plus
• Must be capable of learning new software and applications

WORKING CONDITIONS:

• Constantly perform desk-based computer tasks
• Frequently sitting

SUPERVISORY / MANAGEMENT DUTIES:

The employee is not responsible for supervising other positions.

A combination of education, training, and experience may be substituted when competency in the role is demonstrated. Successful performance on pre-employment tests may be required.  Position requires successfully passing a drug test prior to hire