Service Escalations Sr. Coordinator

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

Overview

What’s Your Role?

The Pepsi Equipment Service (PES) Contact Center will provide customers throughout the US and Canada with a single solution resource for all equipment service inquiries. Our CORE-Service Solutions workgroup coordinates with Field MEM Operations to flawlessly execute the rapid response to equipment delivery delays, and equipment service request. This cross-functional team ensures an exceptional customer experience while ensuring business territory costs and productivity targets are achieved.

Responsibilities

• Follow case management procedures to ensure PES delivers the One Best Way towards resolving equipment move and service request.
• Utilize Salesforce to manually reprioritize service technician’s schedules to accommodate incoming urgent/escalated matters.
• Manage heavy volume of email & phone traffic from internal/external customers & business partners.
• Ensure routing solution achieves location productivity and revenue targets for total service orders performed, National AOT, and Service Advantage response times.
• Lead continuous improvement conference calls analyzing escalation hotspot territories and constructing effective plans on reductions.
• Execute and manage large volume projects such as Incomplete service queue reduction, White Glove Service, National PM’s, Flavor changes, etc.

Compensation and Benefits:

• The expected compensation range for this position is between $54,700 - $82,050.
• Location confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

Qualifications

• Demonstrates the ability to link customer requirements and financial acumen to decision processes
• Superior problem solving & creative solutions that achieve high end service
• Strong interpersonal and phone skills in a customer service environment
• Demonstrates the ability to work independently and quickly analyze problems to develop actionable solutions
• High School Diploma/GED required; Bachelor's degree preferred
• Technical skills-Experienced in Roadnet/SalesForce/SAP/Freshdesk/Business Objects; proficient in Microsoft Office (Excel, PowerPoint, Outlook)
• Must be available to work any assigned 8-hour shift, 5 days per week, including evenings, weekends, and holidays as business needs require

EEO Statement

Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity / Age

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.

Please view our Pay Transparency Statement.