Customer Success Specialist

Description

Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals.

We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity.

Join us and be part of a collaborative team that is relentless in our pursuit of security for life.

Position Overview :

We are currently seeking a determined Customer Success Specialist who embodies our core values : Service, Accountability, Customer Focus, Growth, and Integrity.

At Brinks Home, we believe incontinuous growth and development. As a Customer Success Specialist, not only will youlearnhow tosuccessfully handlebilling and account updates, but you will alsolearnbasic troubleshootingfor ouralarm systems andtheircomponents.

Once you master your Customer Success Specialist training, you will control the next steps in your career pathing by having several options to pick from in our Customer Success and Customer Relationship groups.

Once you have masteredbothpositions,the opportunities are endless! Please click the

link below to view the career growth options!

Key Responsibilities :

• Handle inbound calls from subscribers.
• Resolve customer problems to avoid escalation.
• Ask probing questions to gather information related to customers who want to cancel.
• Interpret coded alarm signals received from customers’ monitoring system which include unlawful intrusions, fire, panic, supervisoryactivity,or two-way voice.
• Assist in cancelling the dispatch of authorities to customers’ addresses in the event of a false alarm.
• Handle billing disputes and small collections.
• Provide basic alarm system troubleshooting (including performance testing and low batteries) transferring to the correct department if needed
• Process customer requests for yard signs and insurance certificates.
• Negotiate pricing for customer add-on equipment
• Promote self-service options of Brinkshome.com and assists with web site troubleshooting.
• Follow-up with alarm service technicians regarding job tickets. Able to open, close and reassign jobs as need
• Provides solutions to customer's technical issues by identifying the problem, researchinganswersand guiding the customer step-by-step through corrective measures for one-call resolution.
• Help customers with the installationand troubleshootingof cameras, battery replacements and other components
• Provide recommendations on upgrades to the customer's current home security alarm or highlight advances in home automation
• Assign technicians to visit a customer’s home if their issue cannot be resolved effectively over the phone

Requirements :

• At least 1 year of proven work experience intechnicalsupportor similar role
• Two years ofcall center experiencepreferred
• Proficientproblem solving and communication skills
• Excellent computer skills
• Minimum typing skills of 30WPM
• Bilingual in Spanish preferred, not required

Benefits :

• Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program : Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & Paid Holidays, HSA / FSA, Life & AD&D Insurance, Disability Coverage, Maternity / Parental Leave, Mental & Physical Health Benefits, Employee Resource Groups, Volunteer Hours, Discounted Equipment & Monitoring, Employee Referral Program, and Continuing Education
• To learn more about our company culture and career opportunities, please visit our and .

Brinks Home 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.

equalopportunityemployer #veteranfriendly