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Multilingual Account Support Specialist

2 months ago

Tampa FL USA, 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 services.
  • Understand how the individual bottler's 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.
  • Analyze data to determine root causes and/or identify opportunities.
  • Handle customer issues to final resolution.
  • Resolution of Customer Support Tickets (Cases).
  • Meet and maintain all key performance metrics.
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 multiple channels of communication.
  • Influencing customer and internal various 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 more effective and quality completion of tasks.
Education Requirements

High School or GED.

Years of Experience

2-4 years of related experience.

Company Overview

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.