Customer Success Agent
About The Position
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.
Requirements
- 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
- Excellent multi-tasking skills
Nice To Haves
- Bilingual in Spanish a plus
- 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
- Must have Zendesk or Salesforce experience
Responsibilities
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
