National Client Care Specialist

7 months ago

Toronto, Canada Brink's Incorporated Full time

**Locations**: Toronto, ON
- **Department**: Customer Care
- **Req ID**: R49299

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 Description**:
**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 interpe rsonal 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
- Bilin gual (French and English) - verbal and written (**is considered an asset but not required**)

Qualifications

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