Customer Success Specialist

Description

Brinks Home™ is a leader in the smart home and residential security industries. Our teams are committed to working together to provide a best-in-class experience for each other, and for the more than 1 million people we protect in the continental U.S., Canada, and Puerto Rico.

We are currently seeking a determined and dynamic Customer Success Specialist.

Your career path as a Customer Success Specialist at Brinks Home:

At Brinks Home, we prioritize continuous growth and development. As a Customer Success Specialist, you'll embark on a journey of learning and advancement. Beginning with comprehensive training, you'll master handling billing, account updates, and basic troubleshooting for our state-of-the-art alarm systems. Progressing to level 2 alarm troubleshooting, you'll unlock opportunities for further growth within our Customer Success or Customer Relationship teams.

What you'll do as a Customer Success Specialist

• Handle inbound calls from subscribers with professionalism and empathy.
• Proactively resolve customer concerns to prevent escalation, ensuring exceptional service delivery.
• Employ effective questioning techniques to understand and address customer inquiries, particularly regarding cancellation requests.
• Interpret and respond to coded alarm signals, swiftly assisting in the resolution of potential emergencies.
• Manage billing disputes and minor collections with diligence and accuracy.
• Provide comprehensive alarm system troubleshooting, guiding customers through technical issues and coordinating technician visits when necessary.
• Facilitate customer requests for additional equipment, negotiating pricing and promoting self-service options.
• Collaborate with alarm service technicians, ensuring seamless coordination and resolution of customer issues.
• Offer technical assistance for the installation and maintenance of security components, including cameras and batteries.
• Deliver personalized recommendations for system upgrades and home automation enhancements, tailored to each customer's needs.

What you bring to the table:

• At least 1 year of proven work experience in technical support or similar role
• Two years of call center experience preferred.
• Proficient problem solving and communication skills
• Excellent computer skills
• Minimum typing skills of 30 WPM

What we offer:

Medical, Dental, 401K, Voluntary Life Insurance, Paid Time Off, Short- and Long-term disability, Maternity and Paternity leave, Employee Referral Program.

What we stand for:

• Service
• Accountability
• Customer Focus
• Growth
• Integrity

For more information about our core values and beliefs, visit https://jobs.jobvite.com/brinkshome/p/life

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.

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