Account Support Specialist

Job Summary

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.

Duties and 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.

Key Skills and Abilities

• 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

Education Requirements

Minimum: High School or GED

Years of Experience

2 to 4 years of related experience

Required Travel

Business travel is not required for this position

Hybrid Work Environment

CCBSS operates a hybrid working environment. This is a teleworking role that requires working at a CCBSS office location on a regular basis (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 benefits 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

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