Specialist - Customer Service 1

CONA Services•Tarrant, AL

About The Position

The Specialist – Customer Service 1 is responsible for maintaining impactful relationships through non-scripted phone or electronic interactions. This role is responsible for addressing the inbound inquiries from customers/consumers via phone, email, or eCommerce. This role is critical in supporting the Coca-Cola UNITED goal of providing best in class service and creating the ultimate customer experience.What your day will look like: Serve as communication liaison for Company and customer. Provide sincere and warm greeting. Implore empathetic, active listening to allow the customer to describe their challenges completely. Ensure that each customer knows they are valued and that it is our privilege to provide outstanding service that exceeds their expectations Multitasking capabilities to be able to toggle between screens and tasks while maintaining accuracy and focus on customer on phone as well as electronic inputs Problem solve by listening to understand, not to formulate a response. Utilize the information provided by the customer to ask questions to determine the actual root cause of an issue so that we can work together for a solution that is effective for long term success Use provided resources and training materials and ask for assistance/guidance when necessary Accurate documentation notations— Customer’s electronic notes include all pertinent information so each department that needs to provide assistance to the customer can fully understand the scope of the issues and work needed with the customer account clearly including all details Sales/upselling of our products and services by comfortably recommending and closing sales Actively contribute to team building activities; participate in projects per business needs Diffuse escalations, research accounts and resolve customer issues Work closely with the field sales/service organization to meet customer needs Performs appropriate duties as assigned by management

Requirements

Minimum age 18 years old
Personal Protective Equipment (PPE) as required by position and compliance with UNITED safety policies
Regular and prompt attendance is an essential function of the job
Ability to read, write and speak English
Ability to maintain a neat professional appearance within Company guidelines
Ability to maintain safety and security of Company assets
Ability to utilize all Company provided resources and technology
Ability to demonstrate independence, analytical skills, and strategic thinking
Effective communication skills
High school diploma or general education degree (GED); or 2 years related experience and/or training; or equivalent combination of education and experience
Flexible hours, with a possibility of weekends with some overtime as needed
Proven ability to communicate professionally and effectively both verbally and in writing
Demonstrated ability to provide outstanding customer service
Adaptable to constantly changing environment
Ability to successfully work independently and in a team environment
Demonstrated ability to problem solve and provide viable solutions based on customer needs and Company objectives
Strong attention to detail, ability to multitask, and time management skills

Nice To Haves

Preferred AA or BA degree
Preferred typing skills of 40+ WPM

Responsibilities

Serve as communication liaison for Company and customer.
Provide sincere and warm greeting.
Implore empathetic, active listening to allow the customer to describe their challenges completely.
Ensure that each customer knows they are valued and that it is our privilege to provide outstanding service that exceeds their expectations
Multitasking capabilities to be able to toggle between screens and tasks while maintaining accuracy and focus on customer on phone as well as electronic inputs
Problem solve by listening to understand, not to formulate a response.
Utilize the information provided by the customer to ask questions to determine the actual root cause of an issue so that we can work together for a solution that is effective for long term success
Use provided resources and training materials and ask for assistance/guidance when necessary
Accurate documentation notations— Customer’s electronic notes include all pertinent information so each department that needs to provide assistance to the customer can fully understand the scope of the issues and work needed with the customer account clearly including all details
Sales/upselling of our products and services by comfortably recommending and closing sales
Actively contribute to team building activities; participate in projects per business needs
Diffuse escalations, research accounts and resolve customer issues
Work closely with the field sales/service organization to meet customer needs
Performs appropriate duties as assigned by management

Benefits

Two weeks paid vacation within first year
Comprehensive Medical Preferred Provider Plan
Dental, vision, flex spending
Employee Assistance Program
Company paid life insurance ($50,000)
Additional optional insurance (accident, critical illness, universal life, home & auto)
Paid maternity & paternity leave
Paid holiday & sick time
401(k) match (50% on first 6%; plus an additional annual match of up to 3%)
Exclusive employee discounts (cell phone, event tickets, gym membership, car buying, hotels, car rentals, technology needs and much more)
Competitive Compensation
Fast paced environment promotes a healthy lifestyle
For qualified candidates we offer an amazing CDL Tuition Program reimbursable up to $5250 for CDL school tuition – ask your Recruiter for details