Pay Range:
?(Minimum to mid pay range specific to NY, CA, CO, WA, MD)
53,800.00 - 67,300.00 USD Annual
Brinks Texas License #C00550
LI-Remote
About Brink's:
The Brink's Company (NYSE:BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Our customers include financial institutions, retailers, government agencies, mints, jewelers, and other commercial operations. Our network of operations in 51 countries serves customers in more than 100 countries.
We believe in building partnerships that secure commerce and doing that requires fostering an engaged culture that values people with different backgrounds, ideas, and perspectives. We build a sense of belonging, so all employees feel respected, safe, and valued, and we provide equal opportunity to participate and grow.
Job Description
The Customer Service Analyst II develops and executes customer service reporting, documentation, and improvement deliverables for defined initiatives, partnering with stakeholders to solve routine-to-moderately complex issues. Applies working knowledge to manage multiple priorities and improve customer service processes and outcomes. Typical work includes reporting, trend analysis, documentation administration, and support for service issue investigation.
Key Responsibilities
Prepare and analyze customer service reports, service level results, complaint trends, and case activity to support decision making.
Administer customer documentation, reporting requirements, and account records for defined workflows or portfolios.
Investigate service data, recurring issues, or documentation discrepancies and coordinate corrective actions with stakeholders.
Partner with branches, operations, and support teams to improve service processes, record quality, and reporting accuracy.
Document procedures and support projects that improve the efficiency and consistency of customer service operations.
Required Experience
2+ years of customer service operations, reporting, business analysis, or related experience.
Experience using service data, CRM/case systems, and spreadsheets to investigate issues and track performance.
Ability to prioritize multiple deliverables, communicate findings, and work independently on defined assignments.
Representative Behaviors
Connects data, process, and customer impact when solving problems.
Communicates findings in a clear and practical way.
Drives issues toward closure rather than stopping at observation.
Education
Bachelor's degree in Business, Customer Service, Communications, or a related field preferred; equivalent experience considered.
Required Skills
Customer Service - Case Management - Issue Resolution - Service Level Management - Data Analysis
Career Level General Profile
Requires working knowledge and experience in own job discipline and broadens capabilities. Continues to build knowledge of the company, processes and customers. Performs a range of assignments related to job discipline. Uses prescribed guidelines or policies in analyzing situations. Receives a moderate level of guidance and direction.
What's Nex t?
Thank you for considering applying for a job at Brink's. To be considered for this position, you must complete the entire application process, which includes answering all prescreening questions and providing your eSignature.
Upon completion of the application process, you will receive an email confirming that we have received your application. We will review all candidates and notify you of your status should we deem you fit for a job. Thank you again for your interest in a career at Brink's. For more information about future career opportunities, join our talent network, like our Facebook page or Follow us on X.
Brink's is an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, marital status, protected veteran status, sexual orientation, gender identity, genetic information, or history or any other characteristic protected by law. Brink's is also committed to providing a drug-free workplace.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Build a Career with Purpose at Brink's
For over 165 years, Brink's has been a trusted global leader in secure logistics and cash and valuables management solutions. Today, we continue to evolve-powered by technology, driven by purpose, and united by values. With a legacy built on trust and a future driven by innovation, Brink's partners for customer success, empowering businesses across the globe to operate with confidence and peace of mind.
At Brink's, we operate in more than 100 countries, across cultures and languages, yet we're one team-committed to protecting what matters most. Our people are at the heart of everything we do. We foster a culture of collaboration, innovation, and continuous learning, where every team member is empowered to grow, take ownership, and make an impact.
No matter which business area or country you are located, Brink's offers a place to build a meaningful career. Here, you'll find opportunities to develop your skills, contribute to global solutions, and be part of something bigger. We believe in doing what's right, working together, and striving for excellence. If you're looking for a career that combines purpose with performance, Brink's is the place for you.
Brink's is proud to be an equal opportunity employer. If you need reasonable accommodations/adjustments during the hiring process, please let your recruiter know we're here to support you every step of the way.
See the "Terms and Conditions for Brink's" at: Terms of Use - Brink's US (https://us.brinks.com/terms-of-use)
See the "Brink's California Consumer Privacy Notice" at: Brink's California Consumer Privacy Act Notice - Brink's US (https://us.brinks.com/brinks-california-consumer-privacy-act-notice)
