Client Success Coordinator

2 weeks ago

Dallas, Texas, United States Brinks Home Full time

About Brinks Home:

Brinks Home stands as a frontrunner in the smart security sector, safeguarding over one million individuals across the U.S., Canada, and Puerto Rico. Our top-tier protection is complemented by award-winning customer service and highly trained professionals.

We are dedicated to upholding the highest standards for our clients while nurturing a positive workplace for our team members. Our culture promotes innovation, celebrates creativity, and encourages authenticity. Become part of a collaborative environment that is unwavering in its commitment to lifelong security.

Position Overview:

If you have a passion for assisting others and resolving issues, the role of Customer Success Specialist at Brinks Home places you at the forefront of delivering outstanding service to our clients. You will address a range of customer inquiries, including billing concerns, technical issues, minor collections, and contract questions. Additionally, you will support clients with basic troubleshooting for our alarm systems and their components.

At Brinks Home, we prioritize your ongoing growth and development. You will begin by mastering the fundamentals of managing billing and account updates, as well as troubleshooting our alarm systems. Following this, you will embark on our Customer Relationship training, which equips you with advanced skills in negotiation and addressing customer concerns.

Once you have excelled in both areas, the potential for career advancement is limitless.

Key Responsibilities:

  • Manage incoming calls from clients.
  • Resolve customer issues and complaints, enhancing customer loyalty and satisfaction by identifying problems, researching solutions, and guiding clients step-by-step towards effective resolutions.
  • Assess customer needs through probing questions to uncover their challenges, building rapport, and negotiating effectively.
  • Handle difficult or emotional customer situations professionally, responding promptly to their needs and requests for assistance.
  • Provide basic troubleshooting for alarm systems and assist with the installation of new devices or components.
  • Navigate complex customer scenarios with a focus on satisfaction and retention.
  • Coordinate with alarm service technicians regarding job tickets, including opening, closing, and reassigning jobs as necessary.
  • Drive revenue by negotiating and recommending upgrades to clients' current home security systems, highlighting advancements in home automation.
  • Meet or exceed retention targets set by the department and the organization.
  • Maintain a consistently positive and professional demeanor.

Requirements:

  • A minimum of 1 year of proven experience in technical support or a similar role.
  • Strong negotiation capabilities.
  • Ability to adapt to shifting priorities.
  • Excellent communication skills, with the ability to listen, speak clearly, and persuasively in various situations.
  • Two years of call center experience is preferred.
  • Demonstrated ability to think quickly and respond effectively.
  • Proficient problem-solving and communication skills.
  • Strong computer skills.
  • Minimum typing speed of 30 WPM.
  • Ability to remain calm and composed when addressing escalated customer issues.

Benefits:

  • Brinks Home acknowledges the importance of benefits for you and your family, offering a comprehensive and competitive benefits package, including:
    • 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 LinkedIn and Career Page.

Brinks Home is an equal opportunity employer, providing equal employment opportunities to all employees and applicants for employment, prohibiting 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.

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