Senior Service Escalations Specialist

PepsiCo; Winston-Salem (NC); Sur place; USD 55 000 - 82 000; Plein temps

Avantages offerts par ce poste

Medical benefits (Health, Dental, VIsn

Disability insurance

Dependent Care Reimbursement Accounts

Employee Assistance Program (EAP)

Life Insurance (Group)

Defined Contribution Retirement Plan

Résumé du poste

PepsiCo in Winston-Salem is seeking a PES Contact Center professional to manage equipment service requests and move coordination, delivering a streamlined customer experience. The role leverages Salesforce to re-prioritize field schedules and handles high volumes of inquiries from internal and external partners.

The ideal candidate will have strong problem solving, interpersonal, and financial acumen, with the ability to work evenings, weekends, and holidays as business needs require.

Qualifications

• High School Diploma or GED required; Bachelor’s degree preferred.
• Experience with Roadnet, Salesforce, SAP, Freshdesk, and Business Objects; proficient with Excel, PowerPoint, and Outlook.
• Ability to work a fixed 8-hour shift, including evenings, weekends, and holidays.

Responsabilités

• Follow case management procedures to resolve equipment moves and service requests.
• Use Salesforce to reprioritize technicians’ schedules for urgent matters.
• Manage heavy email and phone traffic from customers and partners.
• Ensure routing meets location productivity and revenue targets for service orders.
• Lead conference calls to analyze escalation hotspot territories and plan reductions.
• Execute large projects like incomplete service queue reduction and national PMs.

Connaissances

Customer service

Problem solving

Interpersonal skills

Time management

Financial acumen

Formation

High School Diploma/GED

Bachelor's degree preferred

Outils

Roadnet

Salesforce

SAP

Freshdesk

Business Objects

Microsoft Office

Description du poste

PepsiCo in Winston-Salem is seeking a PES Contact Center professional to manage equipment service requests and move coordination, delivering a streamlined customer experience. The role leverages Salesforce to re-prioritize field schedules and handles high volumes of inquiries from internal and external partners.

The ideal candidate will have strong problem solving, interpersonal, and financial acumen, with the ability to work evenings, weekends, and holidays as business needs require.