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    Customer Success Specialist - Dallas, United States - Brinks Home

    Brinks Home
    Brinks Home Dallas, United States

    3 weeks ago

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    Description
    Brinks HomeTM

    is a leader in the

    smart security industr

    y

    ,

    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:

    We are currently seeking a determined

    Customer Success Specialist

    who embodies our core values:

    Service, Accountability, Customer Focus, Growth, and Integrity.

    At Brinks Home, we believe in

    continuous growth and development. As a Customer Success Specialist, not only will you

    learn

    how to

    successfully handle

    billing and account updates, but you will also

    learn

    basic troubleshooting

    for our

    alarm systems and

    their

    components. Once you

    master


    your Customer Success Specialist training, you will control the next steps in your career pathing by having several options to pick from in our Customer Success and Customer Relationship groups.

    Once you have mastered

    both

    positions,

    the opportunities are endless Please click the

    link below to view the career growth options

    Key

    Responsibilities

    :

    Handle inbound calls from subscribers.

    Resolve customer problems to avoid escalation.

    Ask probing questions to gather information related to customers who want to cancel.

    Interpret coded alarm signals received from customers' monitoring system which include unlawful intrusions, fire, panic, supervisory

    activity,

    or two-way voice.

    Assist in cancelling the dispatch of authorities to customers' addresses in the event of a false alarm.

    Handle billing disputes and small collections.

    Provide basic alarm system troubleshooting (including performance testing and low batteries) transferring to the correct department if

    needed

    Process customer requests for yard signs and insurance certificates.

    Negotiate pricing for customer add-on

    equipment

    Promote self-service options of and

    assists

    with web site troubleshooting.

    Follow-up with alarm service technicians regarding job tickets. Able to open, close and reassign jobs as

    need

    Provides solutions to customer's technical issues by identifying the problem, researching

    answers

    and guiding the customer step-by-step through corrective measures for one-call resolution.

    Help customers with the installation

    and troubleshooting

    of cameras, battery replacements and other

    components

    Provide recommendations on upgrades to the customer's current home security alarm or highlight advances in home

    automation

    Assign technicians to visit a customer's home if their issue cannot be resolved effectively over the

    phone

    Requirements

    :

    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
    Bilingual in Spanish preferred, not

    required

    Benefits

    :

    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

    E

    mployer

    M

    atch

    , 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 Education

    To 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
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