Manager, Client Services

Location(s): United States of America City/Cities: Remote Travel Required: 00% - 25% Relocation Provided: No Job Posting End Date: February 17, 2025 Shift:

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. Skills: Pay Range: $100,000 - $124,000 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: 15 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. We are an Equal Opportunity Employer and do 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. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws. Apply Job!