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 Brink’s 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
