Customer Success Agent

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 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

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 companys 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

*Must have Zendesk or Salesforce experience*

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 doesnt 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 and upon any accident / incident or discharge of firearm while on duty.

Reasonable accommodations may be made to those who are able to perform the essential duties of the job.

The candidate must be able to maintain complete confidentiality of any information he/she encounters.

PAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall and transfer leaves of absence compensation and training.

Whats Next

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.