Account Support Specialist

Coca-Cola Bottlers’ Sales & Services Company, LLC•Temple Terrace, FL

5d•Hybrid

About The Position

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

Requirements

Effective and empathetic listening
Building rapport
Relationship building
Critical thinking
Problem-solving
Independent thinking and decision-making
Ability to effectively handle difficult situations
Multitasking and 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 process for effective and quality completion of tasks
Minimum: High School or GED
2 to 4 years of related experience

Responsibilities

Deliver professional account management that results in increased volume and profitability through issue resolution and/or the establishment of the value conveyed in the bundle of goods and services.
Understand how 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 make sound decisions.
Analyze data to determine root causes and/or identify opportunities.
Handle customer issues through final resolution.
Resolve Customer Support Tickets (Cases).
Meet and maintain all key performance metrics.
Provide validated, constructive feedback to team leaders to drive individual and team performance.
Handle ad hoc project activities.
Collaborate and actively participate in a teamwork environment to drive engagement.
Work extended periods of sitting, typing, and using multiple computer screens in a fast-paced environment.
Must be flexible to work any shift.