Service Support Specialist

Join Swire Coca-Cola Join one of the largest bottlers and distributors of the world's most iconic beverage brands! Why you'll love working at Swire Coca-Cola: Swire Coca-Cola is committed to providing balance to support you in all aspects of your life, both at work and beyond. We offer the benefits you need for physical, financial, and emotional well-being. Competitive wages paid bi-weekly or optional pay on demand; overtime opportunities Health coverage (3 medical options, dental and vision) Health Savings Accounts w/ company match 401(k) Retirement Plan w/ company match FREE virtual primary care, acute care & physical therapy FREE Employee Assistance Program FREE Safety Shoes annually for most roles Seven (7) company paid holidays & 3 paid floating holidays Paid time off (vacation, sick time, bereavement, jury duty, maternity/parental, disability leave & volunteer time) Discounted & free product Tuition reimbursement Opportunities for career advancement In addition to health benefits, Swire Coca-Cola is proud to offer you opportunities where you help give back directly to the communities and causes you care about. Note: Enrollment in a Swire Medical Plan is required for some benefits. Who is Swire Coca-Cola? We are a family-owned bottling company with a story spanning over two centuries. We are one of the largest bottlers of Coca-Cola in North America and distribute more than 50 beverage brands and flavors creating joy for our customers every day. Our 8,000+ driven employees work hard as part of a team that delivers refreshment to over 30 million consumers across 13 states. Begin a journey with us at Swire Coca-Cola and belong to a community of dedicated team members who think big and believe in winning together. Job Details: Job Level: 2 Service Support Specialist The Service Support Specialist is responsible for efficiently routing reactive service requests and appointments to technicians on a day-to-day basis. The dispatcher will confirm the work requested, gathering all necessary information while communicating with technicians, Field Service Directors and Supervisors in a timely manner. Responsibilities: Review all incoming reactive service appointment requests in a timely manner for accurate routing Ensuring all high priority calls are scheduled and dispatched within 30 minutes of receiving Scheduling all other service appointments within 24 hours of receiving Include additional notes/documentation to work orders, emails and advise technicians of update Ensuring all technicians scheduled have work available and dispatched during their shift Communicating to the appropriate department and team members using multiple resources throughout the day. Including issues relating to incomplete or roll over activity Dispatchers are responsible for technician service routes and call movements. Utilizing Optimization while dispatching a technician's route. Scheduling routes based on call priority, technician availability, skill set, geographical location of customer, and duration needed for each activity and travel time between work orders. Monitoring daily activity 24-hour hold, hold for parts, postponed and on hold activities for next action. Answering multiple phone lines (afterhours and weekends if scheduled). Creating local work orders for customers via Zoom. Escalating and prioritizing urgent calls. Monitoring and responding to incoming emails, Teams IM, text and/or calls relating to service support requests. Requirements: High school diploma or GED Experience in logistic routing and dispatching Working from the office weekly with occasional days from home Working weekends, holidays and after hours as needed Sales Force and Field Service Lightning (FSL) experience preferred Microsoft Office including Teams, Outlook, Excel, Word and Zoom Apply Now and Share a Coke with Swire! Due to the nature of our work and to help maintain a safe workplace for our employees and customers, after a candidate receives a conditional offer of employment, they will be required to complete pre-employment screening. This includes a criminal background check, drug screening, and for certain roles, a motor vehicle record review. Screening results are evaluated based on several factors, including the nature and severity of an offense, how much time has passed, the relevance to the position, patterns of repeated offenses, and driving history for roles that require operating a vehicle. All results are reviewed fairly and in accordance with applicable state and federal laws, including the Fair Credit Reporting Act. Swire Coca-Cola is an equal employment opportunity and affirmative action employer that participates in the E-Verify program as required by law. All qualified applicants will receive consideration for employment without regard race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status or other legally protected characteristics. Swire Coca-Cola does not sponsor applicants for work visas.