Customer Success Specialist

Customer Success Specialist

Brinks 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:

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, you'll begin your journey with a structured training program designed to set you up for success:

1. Day 1: Virtual New Hire Orientation (NHO) and equipment check
2. Days 210: Virtual training focused on systems, tools, and customer interaction
3. Weeks 34: Virtual Nesting to apply your skills with live support

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 path by having several options to pick from in our Customer Success and Customer Relationship groups.

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 Monitronics.com and assists with website 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 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 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.

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