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    Customer Success Specialist - Dallas, United States - Brinks Home

    Brinks Home
    Brinks Home Dallas, United States

    1 week ago

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    Description

    About the Company:
    Brinks Home is a prominent player in the smart security sector, safeguarding more than one million individuals throughout the U.S., Canada, and Puerto Rico. Our top-tier security services are supported by exceptional customer service and highly skilled professionals. We uphold the highest standards for our clients while fostering a positive workplace for our staff. We cultivate a culture that encourages innovation, celebrates creativity, and values authenticity. Join our team and contribute to a collaborative environment that is dedicated to ensuring lifelong security.

    Position Overview:
    We are currently on the lookout for a dedicated Customer Success Specialist who embodies our core principles: Service, Accountability, Customer Focus, Growth, and Integrity. At Brinks Home, we emphasize continuous development and advancement. As a Customer Success Specialist, you will not only handle billing and account updates proficiently but also gain expertise in troubleshooting alarm systems and their components. Upon mastering the training for this role, you will have various career pathing options within our Customer Success and Customer Relationship divisions. The growth opportunities are limitless once you excel in both positions.

    Responsibilities:
    The responsibilities of the Customer Success Specialist role include:

    • Handling inbound calls from subscribers.
    • Resolving customer issues to prevent escalations.
    • Asking pertinent questions to gather information from customers considering cancellation.
    • Interpreting coded alarm signals indicating unlawful intrusions, fire, panic, or other activities.
    • Resolving billing disputes and minor collections.
    • Providing basic troubleshooting for alarm systems, transferring if necessary.
    • Assisting customers with yard sign requests and insurance certificates.
    • Negotiating pricing for additional equipment.
    • Promoting self-service options and aiding with website troubleshooting.
    • Following up with alarm service technicians on job tickets.
    • Offering technical solutions to customers' issues and guiding them through resolution.
    • Assisting customers with camera installation, battery replacements, and component troubleshooting.
    • Providing upgrade recommendations for home security systems or home automation.
    • Arranging technician visits if phone troubleshooting is insufficient.

    Requirements:
    The ideal candidate should have:

    • Minimum 1 year of proven technical support experience or similar role.
    • Preferably 2 years of call center experience.
    • Strong problem-solving and communication skills.
    • Excellent computer proficiency.
    • Minimum typing speed of 30 WPM.
    • Bilingual in Spanish is a plus.

    Benefits:
    Brinks Home offers a comprehensive and competitive benefits program that includes Medical, Dental, Vision, 401(k) with Employer Match, Paid Time Off & 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.

    For more insights into our company culture and career opportunities, please visit our LinkedIn and Career Page. Brinks Home ensures equal employment opportunities for all, prohibits discrimination and harassment based on various factors, and complies with applicable laws.

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