Senior Service Escalations Lead - Equipment & Field Ops

PepsiCo Inc.; Winston-Salem (NC); On-site; USD 55,000 - 82,000; Full time

Job summary

PepsiCo is seeking a customer service professional for the Pepsi Equipment Service (PES) Contact Center in Winston-Salem, NC. This role supports customers across the US and Canada, coordinating equipment service inquiries and rapid responses to delays and service requests.

Responsibilities include case management, prioritizing technician schedules in Salesforce, handling high volumes of email and phone traffic, and driving routing improvements to meet productivity and service-time targets.

Qualifications

• High school diploma required; bachelor’s degree preferred.
• Experience in customer service and using CS tools.
• Ability to analyze problems and provide actionable solutions.

Responsibilities

• Follow case management procedures for equipment service requests.
• Use Salesforce to reprioritize service technicians’ schedules for urgent matters.
• Manage heavy email and phone traffic from customers and partners.
• Ensure routing supports productivity and revenue targets for service orders.
• Lead improvement calls to reduce escalations and hotspots.
• Execute large projects like queue reduction and special service initiatives.

Skills

Customer service excellence

Problem solving

Communication skills

Independent work

Education

High School Diploma/GED

Bachelor's degree preferred

Tools

Salesforce

SAP

Freshdesk

Business Objects

Microsoft Office

Roadnet

Job description

PepsiCo is seeking a customer service professional for the Pepsi Equipment Service (PES) Contact Center in Winston-Salem, NC. This role supports customers across the US and Canada, coordinating equipment service inquiries and rapid responses to delays and service requests.

Responsibilities include case management, prioritizing technician schedules in Salesforce, handling high volumes of email and phone traffic, and driving routing improvements to meet productivity and service-time targets.