Manager, Client Services

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Job Description Summary:

Welcome to Coca-Cola, where we turn refreshment into an art form. Our commitment to our customers is as deep as our love for crafting the perfect beverage. We believe in delivering not just a product, but an experience, and we are looking for a Manager, Client Services who shares this vision. If you have a passion for customer service, a knack for Scheduled Service processes, and a talent for leadership, stakeholder management, and change management, we want to hear from you.

What You’ll Do for Us

• Lead a team of 18-20 myCoketech Technicians who support our NAOU national customers maximizing customer equipment uptime
• Collaborate with peers to create and define the work that matters most for the Contact Center
• Build an environment of growth and engagement for the myCoketech associates
• Identify opportunities to improve efficiency and create a better customer experience
• Collaborate with cross-functional departments to create a cohesive brand image
• Manage a Work/Life balance that concentrates on enhancing the wellbeing of our associates
• Day-to-day operations handling customer service inquiries and problems
• Technical or specialized virtual support, such as escalated customer issues
• Partner with internal/external stakeholders to address customer satisfaction needs
• Analyze volume and other performance metrics, as well as identifying, initiating, or supporting process improvement initiatives
• Participate in process or system changes, primarily change management, along with Contact Center initiatives and priorities
• Frequent presentations to both internal and external partners, including data supported recommendations and Subject Matter Expertise

Qualifications & Requirements

• Bachelor's degree or equivalent experience.
• 5+ years’ experience in handling day-to-day customer service inquiries and problems across various channels (phone, email, chat, etc.)
• Experience in providing technical or specialized virtual support, such as escalated customer issue support
• Demonstrated ability to partner with internal/external stakeholders to address customer satisfaction needs
• Strong analytical skills to analyze demand variations, volume, and other performance metrics, as well as identifying, initiating, or supporting process improvement initiatives
• Leadership experience, specifically leading a team who support a portfolio of internal & external partners
• Experience in executing customer service operations routines
• Experience in participating in process or system changes, primarily change management, sometimes requirements gathering
• Excellent communication skills for presentations to both internal and external partners, including data supported recommendations and Subject Matter Expertise.

What We’ll Do For You

• Total Rewards: Our benefits, called Total Rewards, is about the total value of working at The Coca-Cola Company. It is focused on the complete package of pay, benefits, learning and personal support you receive as a Coca-Cola employee.
• Purpose Driven: Purpose-driven approach that empowers our people to protect the environment and communities we serve while delivering safe & quality products.
• Global Connections: You can develop, enhance, and maintain global connections to move faster and learn from others.

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Pay Range:

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.