Customer Relationship Representative

DescriptionBrinks Home™ is a leader in the smart security industry, protecting over one million people across the U.S., Canada, and Puerto Rico. Our platinum-grade protection is backed by award-winning customer service and expertly trained professionals.We strive for the highest standards for our customers while fostering a positive work environment for our employees. We create a culture that fosters innovation, celebrates creativity, and encourages authenticity. Join us and be part of a collaborative team that is relentless in our pursuit of security for life.Position Overview:Are you passionate about helping others and solving problems? As a Customer Success Specialist at Brinks Home, you'll be at the forefront of delivering exceptional service to our customers. You'll handle a variety of customer issues, including billing disputes, technical problems, small collections, and contract inquiries. Additionally, you'll assist customers with basic troubleshooting for our alarm systems and their components.At Brinks Home, we are committed to your continuous growth and development. You'll start by mastering the essentials of handling billing and account updates, as well as troubleshooting our alarm systems. You will then begin your journey into our Customer Relationship training, that teaches you additional levels negotiating and handling customers concerns.Once you have mastered both positions, the opportunities are endless! Please click thelink below to view the career growth options!https://app.jobvite.com/TalentNetwork/action/campaign/w/OTI5NTI Key Responsibilities:Handle inbound calls from subscribers.Resolve customer issues and complaints while increasing customer loyalty and satisfaction by identifying the problem, researching answers, and guiding the customer step-by-step through corrective measures for a mutually beneficial one-call resolutionAbility to assess the customer’s needs through probing to uncover their ‘pain’, building rapport, and negotiatingProfessionally manages difficult or emotional customer situations, responds promptly to customer needs and responds to requests for service and assistance. Provide basic alarm system troubleshooting and assistance installing new devices or other alarm componentsProfessionally manage and maneuver complex customer situations with an emphasis on customer satisfaction and customer retentionFollow-up with alarm service technicians regarding job tickets. Able to open, close and reassign jobs as needDrive revenue through negotiating and providing recommendations on upgrades to the customer’s current home security alarm and highlighting advances in home automationMeet or exceed retention targets as set forth by the department and the companyAlways maintain a positive and professional attitudeRequirements:At least 1 year of proven work experience in technical support or similar role Strong negotiation skillsAbility to adapt to changing prioritiesAbility to probe, listen, speak clearly and persuasively in a positive or negative situation  Two years of call center experience preferred Demonstrate the ability to think and respond quickly on their feet Proficient problem solving and communication skills Excellent computer skills Minimum typing skills of 30 WPM Ability to remain composed when handling escalated customer issuesBenefits:Brinks Home recognizes the value of benefits for you and your family, so we offer a comprehensive and competitive benefits program: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 EducationTo learn more about our company culture and career opportunities, please visit our LinkedIn and Career Page.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.#equalopportunityemployer #veteranfriendly