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Customer Care Lead

Company: Brink's Incorporated
Location: Coppell
Posted on: February 11, 2024

Job Description:

Brinks Texas License #C00550

The Brink's name is a promise to respect the trust we've earned in over 150 years in business. Every employee honors that promise by offering 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.

Job Title

Customer Care Lead

Job Description

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.

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.

Brink's U.S., a division of Brink's, Incorporated, is the 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. The company has a proud history of providing growth and advancement opportunities for its employees. We have a challenging opportunity for a Customer Care Lead.

Job Summary:

The Client Service Team Lead is responsible for supporting the Customer Care organization to ensure optimal performance levels. Able to effectively balance the competing needs of operational efficiency and production, training, KPI monitoring, customer satisfaction and employee satisfaction.

Key Responsibilities:

  • Subject Matter Expert for area of responsibility; able to step in and work production as needed to assist with seasonal workloads or absences
  • Conduct quality review of Customer Care Representatives' performance within product-specific units to ensure quality service goals and standards are met
  • Identify areas where improvement can be achieved and provide employees with timely and relevant feedback
  • Recognize employees, build empowerment, foster relationships and demonstrate respect
  • Monitor Key Performance Indicators and production; strategize for continuous improvement and strengthen customer loyalty
  • Identify procedural gaps and launch initiatives designed to improve organizational quality, education and training facilitation
  • Facilitate collaboration with other areas of Brinks
  • 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
  • Perform other duties as assigned to include agent level tasks
  • Travel as required

    Minimum Qualifications:
    • Minimum of 5 year(s) subject matter expertise within the secured transportation industry (CIT, Cash Vault, Coin)
    • Experience working within a call center environment
    • Minimum of 3 years' experience working directly with customers or sales
    • Minimum of 3 years working with Microsoft Office products

      Preferred Qualifications:
      • Prior leadership experience a plus
      • 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.

          About Brink's

          Brink's is the global leader in security and logistics services, trusted by banks, financial institutions and businesses in both public and private sectors. We deliver the currency of the world to businesses in our communities. We do it because we're needed. We do it because we're trusted and valued. We do it because it makes us proud. Brink's Proud.

          What's Next?

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

          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.

Keywords: Brink's Incorporated, Dallas , Customer Care Lead, Other , Coppell, Texas

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