Customer Success Agent

Brink's Inc

6d•$23 - $25

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
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.
Must have Zendesk or Salesforce experience

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

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