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National Client Care Specialist

3 months ago

Toronto, Ontario, Canada Brink's Canada Full time
About the job

Position Title: National Client Care Specialist

Reports to: Sr. Manager, Customer Care

Location: 95 Browns Line, Etobicoke

Position Overview

The National Client Care Specialist must have a strong Customer First attitude and will be responsible to liaise with both external and internal customers. They will engage with customers on a regular basis and will represent the values and service expertise our customers expect. The National Client Care Specialist will be responsible for capturing all service change requests and coordinating between internal departments to ensure that required changes occur on time, billing is performed, and contracts are updated as necessary.

Additionally, this individual will support Brink's Complete customers and technicians in a Level 2 capacity for technical trouble shooting and escalations.

Responsibilities

New business activity:

  • Develop and manage service order process for all product lines
  • Liaise with sales
  • Confirm installation or start dates with service branches and Billing Department
  • Ensure that the system records are updated

Additional or changes to existing business:

  • Responsible for maintaining accurate database
  • Responsible for maintaining a consolidated database
  • Manage schedules
  • Notify Contract team of the completion of initial service

Brink's Complete support:

  • Provide Level 2 support as needed for Brink's Complete Customers
  • Liaise with crew members on issues with BBOX and BSAFE products
  • Coordinate activities with vendor (Cashtech) as required

Other:

  • Work in a fast-paced call centre environment, where working as a team and to tight deadlines is a necessity
  • Special projects as required
  • Tracking and escalating implementation issues
  • Participate in project planning meetings and calls

Position Qualifications

  • Deep knowledge of Brink's processes and operations
  • Superior customer service skills exhibiting a professional and partnering attitude towards both internal and external customers
  • Excellent verbal, written and interpersonal communication skills
  • Ability to work both independently and as part of a team and can easily pivot to changing and competing priorities
  • Proficiency with Microsoft Excel and high degree of comfort working with a variety of software programs critical to the role
  • Bilingual (French and English) - verbal and written (is considered an asset but not required)
Qualifications