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Client Success Advocate

2 months ago

Dallas, Texas, United States Brinks Home Full time

Company Overview:

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 premium-grade 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 staff. Our culture promotes innovation, celebrates creativity, and encourages authenticity. Be part of a collaborative environment that is unwavering in its commitment to lifelong security.

Position Summary:

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 concerns, including billing discrepancies, technical challenges, collections, and contract inquiries. Furthermore, you will provide customers with basic troubleshooting support for our alarm systems and their components.

At Brinks Home, we prioritize your ongoing growth and development. You will begin by mastering the essentials of managing billing and account updates, alongside troubleshooting our alarm systems. Subsequently, you will embark on our Customer Relationship training, which equips you with advanced skills in negotiation and customer concern management.

Upon mastering these roles, the possibilities for advancement are limitless.

Key Responsibilities:

  • Manage incoming calls from subscribers.
  • Resolve customer inquiries and complaints while enhancing customer loyalty and satisfaction by identifying issues, researching solutions, and guiding customers through corrective actions for effective one-call resolutions.
  • Assess customer needs through probing questions to uncover pain points, build rapport, and negotiate effectively.
  • Handle challenging 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 customers' current home security systems while highlighting advancements in home automation.
  • Achieve or surpass retention targets established by the department and the organization.
  • Maintain a consistently positive and professional demeanor.

Qualifications:

  • 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 listening, speaking, and persuasive communication skills, even in challenging situations.
  • Preferred: Two years of experience in a call center environment.
  • Demonstrated ability to think quickly and respond effectively.
  • Proficient problem-solving and communication skills.
  • Strong computer proficiency.
  • Minimum typing speed of 30 WPM.
  • Ability to remain calm and composed when addressing escalated customer issues.

Benefits:

  • Brinks Home values 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 corporate website.

Brinks Home is an equal opportunity employer, providing equal employment opportunities to all employees and applicants for employment while prohibiting discrimination and harassment of any kind.