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Summary Job Statement
The Customer Service Specialist must provide superior service and support for internal, external, and new customers. The CSS is responsible for handling routine service issues, maintenance requests and customer requests via various communication channels. This role is critical in providing excellent customer service for Coca Cola United. The CSS is responsible for understanding the voice of the customer accurately and professionally for to upholding first call resolution goals. This position is based in Birmingham and requires flexibility within hours of 7am to 9pm M-F with a possibility of Saturday and Sunday hours of 8am-7pm.
Actively listen to customer inquiries and apply job knowledge to solve any request by customer and uphold excellent customer satisfaction.
Act as a company ambassador to diagnose equipment issues effectively and efficiently.
Provide general customer support service inquires.
Escalate customer issues and assist local management team to engage in solving the problem.
Use problem solving skills to accurately research and resolve customer needs.
Utilize program tools given to better assist internal and external customers.
Understand performance metrics and quality scores must meet Customer Solutions Center Standard.
Meets and/or exceeds capabilities to better serve the customer.
Must work closely with the field sales/service organization; the customer sees the solution center as a tightly integrated piece of the customer management solution.
Ensure that new process and procedures are immediately implemented and applied to all customer applications.
Actively contribute in team building activities; participate in projects per business needs
High school diploma or general education degree (GED); or equivalent to 2 years related experience and/or training; or equivalent combination of education and experience.
Preferred AA or BA degree; knowledge of SAP systems and customer service.
Proven ability to communicate professionally and effectively both verbally and in writing.
Demonstrated ability to provide outstanding customer service
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.
Other duties as assigned.
Successful candidates with our company must pass a drug screen and background check. (MVR/DOT Physical, if applicable)
Coca-Cola Bottling Company UNITED, Inc. “An EEO/AAP Employer (M/F/D/V)”
CCBCU is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled.