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Bilingual Account Support Specialist

1 month ago

Tulsa, United States Coca-Cola Bottlers' Sales and Services Full time

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 * 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 effect 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 (Case's) * 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 ability to manage multi channels of communication * Influencing customer and internal various stakeholders * Understanding of customer-facing bottler processes * Intermediate computer skills and ability to trouble shoot issues (e.g., Microsoft Office, Genesys and Salesforce) * Adherence to process for more effective and quality completion of tasks Education Requirements High school diploma or GED Years of Experience 2-4 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 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. Company Message 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. Nearest Major Market: Tulsa Nearest Secondary Market: Oklahoma