PepsiCo
This listing was posted on PepsiCo (via Broadbean).
Consumer Experience Escalation Specialist
Location:
Plano, TX
Description:
Overview*Internally slated candidates are being considered for this position. However, all qualified candidates are encouraged to apply* * As part of PepsiCo's Global Insights team, the Consumer Experience function is transforming the way we interact and learn from consumers. We're transforming to integrate this critical capability to answer key business questions and more intimately engage and learn from our consumers leveraging cutting edge digital technologies and a true human connection.The Senior Escalations Representative is responsible for: * Reducing further consumer escalations related to product quality issues * Cost Savings re: media, escalations & recallsResponsibilities * Negotiate consumer claims, threats and monetary settlements on behalf of PepsiCo up to $3,000 to minimize risk to our business and corporate reputation. * Provide 24/7 after-hours crisis support on a scheduled basis- point of contact for DPIC. * Ensure CR is compliant with all Food Safety protocols by following an established notification process and engaging appropriate internal/external partners as needed. * Manage any consumer issue or communication that meet escalations criteria including: Regulatory agencies, sensitive foreign substances, media threats, including social media, attorney threats & representation, alleged product tampering, monetary threats or product liability claims against the company * Provide guidance and support to broader CX team related to consumer claims, threats and demands - gauge the extent of an issue and determine the recommended course of action. * Work with the social and Corp team on Quality issues mitigationEssential to mitigate risk to brands, corporate reputation & leadership * Follow strict escalation process endorsed by Legal, Comms team * Adhere to Global Data Privacy Governance * Need deep expertise in product quality issues and root causesCompensation and Benefits: * The expected compensation range for this position is between $60,000 - $114,000 based on a full-time schedule. * Location, confirmed job-related skills and experience will be considered in setting actual starting salary. * 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 * Typically, 5+ years of experience, oriented towards frontline consumer communication. Looking for polish & grace under fire. Usually has expertise in claims / insurance * Prior escalations handling experience * Strong follow up skills and attention to detail * Consumer mindset with strong interpersonal / empathy skills * Excellent verbal and written communication skills * Team player * Proficient in MS Word, Excel, PowerPoint, Outlook, MS Teams * Salesforce experience a plus * Bi-lingual in French and/or Spanish a plusEEO StatementAll qualified applicants will receive consideration for employment without regard to 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 IdentityIf 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
Company:
Pepsico
Posted:
June 14 on Broadbean
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More About this Listing: Consumer Experience Escalation Specialist
Consumer Experience Escalation Specialist is a Sales Consumer Experience Escalation Job at Pepsico located in Plano TX. Find other listings like Consumer Experience Escalation Specialist by searching Oodle for Sales Consumer Experience Escalation Jobs.
Consumer Experience Escalation Specialist is a Sales Consumer Experience Escalation Job at Pepsico located in Plano TX. Find other listings like Consumer Experience Escalation Specialist by searching Oodle for Sales Consumer Experience Escalation Jobs.