Account Support Specialist

Coca-Cola Bottlers' Sales & Services Company • Tampa, FL

2d • Hybrid

About The Position

The Account Support Specialist is a customer-facing role that provides account management and customer development support to potential and existing customers in a contact-center environment. Utilizing standardized processes, this role requires the individual to drive retention of existing customers, portfolio management, and qualifying potential new customers leveraging solution-based conversations.

Requirements

• Effective and empathetic listening
• Building rapport
• Relationship building
• Critical thinking
• Problem-solving
• Independent thinking & decision making
• Ability to effectively handle difficult situations
• Multi-tasking and the ability to manage multiple channels of communication
• Influencing customers and various internal stakeholders
• Understanding of customer-facing bottler processes
• Intermediate computer skills and ability to troubleshoot issues (e.g., Microsoft Office, Genesys, and Salesforce)
• Adherence to the process for more effective and quality completion of tasks
• High school diploma or GED
• Minimum of 2 years of related experience

Responsibilities

• Deliver professional account management which results in increased volume and profitability through the resolution of issues and/or the establishment of the value conveyed in the bundle of goods and service
• Understanding how the individual bottler go to market strategies affect customer experiences
• Maintain and/or repair customer relationships to retain customers
• Use available resources to gather data, analyze issues, and have confidence in decision-making abilities.
• Analyzing data to determine root causes and/or identify opportunities
• Handling customer issues to final resolution
• Resolution of Customer Support Tickets (Cases)
• Meet and maintain all key performance metrics
• Provide validated and constructive feedback to team leaders that will drive individual and team performance.
• Handle ad-hoc project activities
• Collaborate and actively participate in a teamwork environment to drive engagement
• Extended periods of sitting, typing, and use of multiple computer screens in fast paced environment
• Must be flexible to work any shift

Benefits

• Work-Life Integration - Vacation, floating holidays, parental leave, flexible work environment
• Competitive Base Salary - A base salary or hourly wage rate in line with market rates for the job duties and skills required
• Rewards & Recognition - Acknowledging our employees’ contributions
• Retirement Plans & Guidance - Programs to assist associates in saving for retirement
• Health & Welfare Plans - Medical, life, and disability insurance plans

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees