What are the responsibilities and job description for the Account Support Specialist position at Coca-Cola Bottlers' Sales & Services?
Job Summary
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.
Duties and Responsibilities
Key Skills And Abilities
High school diploma or GED
Years of Experience
Minimum Of 2 Years Of Related Experience
Required Travel
Travel is not expected in this job; however, employees may be asked to travel for meetings or training on occasion.
Hybrid Work Environment
CCBSS operates a hybrid working environment. This is a teleworking role that requires working at a CCBSS office location regularly (or a minimum number of days per month or week) at the manager’s discretion. The number of days required at a CCBSS office location is at the manager’s discretion and is subject to change depending on business needs.
Total Rewards, Totally Rewarding
We are one family supporting the Coca-Cola bottling system in North America. Our work is indispensable to our partners and makes an impact in the communities where we operate. We are committed to workplace diversity and to rewarding exceptional performance. We expect a lot from our team — after all, it’s their exceptional work that helps CCBSS support the Coca-Cola bottling system in North America. To keep everyone motivated and energized, we offer a comprehensive benefit and rewards package.
Coca-Cola Bottlers’ Sales and Services, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
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.
Duties and 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
Key Skills And Abilities
- 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
Years of Experience
Minimum Of 2 Years Of Related Experience
Required Travel
Travel is not expected in this job; however, employees may be asked to travel for meetings or training on occasion.
Hybrid Work Environment
CCBSS operates a hybrid working environment. This is a teleworking role that requires working at a CCBSS office location regularly (or a minimum number of days per month or week) at the manager’s discretion. The number of days required at a CCBSS office location is at the manager’s discretion and is subject to change depending on business needs.
Total Rewards, Totally Rewarding
We are one family supporting the Coca-Cola bottling system in North America. Our work is indispensable to our partners and makes an impact in the communities where we operate. We are committed to workplace diversity and to rewarding exceptional performance. We expect a lot from our team — after all, it’s their exceptional work that helps CCBSS support the Coca-Cola bottling system in North America. To keep everyone motivated and energized, we offer a comprehensive benefit and rewards package.
- 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
Coca-Cola Bottlers’ Sales and Services, LLC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.