Lead Representative, Client Services Job Listing at Brinks in Coppell, TX (Job ID R59356)

Description

Brinks Texas License #C00550

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.

Brink's has been a trusted partner in securing commerce for more than 165 years. Together, every Brink's Team Member is committed to providing the highest levels of service and support to our customers. We take pride in our work, and we share a passion about our future. Learn why so many people have made the choice to join our team – and stay here.

We believe that our team should be reflective of the customers we serve every day around the world. We believe in building partnerships that secure commerce and doing that requires fostering an inclusive 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

Brink's is a Global premier provider of armored car transportation, currency and coin processing, ATM servicing, and other value-added services to financial institutions, retailers, and other commercial and government entities.

At Brink's, we believe that Diverse Teams drive success, and as such we foster an inclusive 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 Summary:

The Customer Care Lead is responsible for ensuring Customer Care Professionals (CCPs) perform at optimum levels, effectively balancing the competing needs of operational efficiency, customer satisfaction and employee satisfaction.

Key Responsibilities:

· Supervise day to day tactical issues, minimize customer escalations and come to resolutions

· Lead and manage designated areas of Customer Care to meet department objectives, including people, workloads, and work processes.

· Initiate process improvement opportunities proactively, improving efficiencies and strengthening customer loyalty.

· Ensure a healthy employee culture through effective utilization of Brink's human resource practices, policies, and systems to guide and develop employees; encourage an environment of accountability and successful teamwork

· Execute leadership / management strategies that are effective, support Customer Support objectives and create a strong, customer-focused organization

· Handle the first line escalation of operational issues.

· Keep leadership and key customers aware of issues and opportunities to improve efficiency and customer experience.

· Ensure employees increase fulfillment time for Branch Operations.

· Travel as required

· Perform other duties as assigned

Minimum Qualifications:

· High School Diploma

· Must have flexibility to work either weekends or a rotations schedule

· Minimum of 3 years' experience working directly with customers or sales

· Minimum of 2 years working with Microsoft Office products

Preferred Qualifications:

· Knowledge of secured transportation industry (CIT, Cash Vault, Coin)

· Strong experience in championing change, motivating persuasively, and getting results through working with others.

· Basic knowledge of project management principles

· Basic knowledge of process management principles

· Practical understanding of training principles

· Basic understanding of Customer Experience strategies and tactics.

· Undergraduate degree or equivalent business experience

Professional Skills:

· Strong consultative, analytical and problem-solving skills

· Excellent interpersonal/communication and presentation skills

· Detail oriented with strong organizational and time management skills

· Inspirational and motivational skills

If you have the background and integrity we require and are looking for a challenging opportunity, we hope you will consider employment with Brink's U.S. We provide a competitive salary, medical, dental, vision and life insurance plans. In addition, we offer a 401(k) plan with company match. If you are interested and meet the requirements for this position, please apply.

Brink's, Incorporated is an Equal Opportunity / Affirmative Action Employer, and is committed to maintaining a drug-free workplace.

Thank you for considering applying for a job at Brink's. 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 Brink's. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.

Brink's 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. Brink's 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.