Account Services Lead

Job Category 

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