Customer Solutions Agent

at  CocaCola Canada Bottling Limited

QUALIFICATIONS

• High School Diploma or equivalent
• 1+ years customer service and/or customer sales experience (Contact Centre experience considered a strong asset)
• Must have excellent telephony/verbal communication skills
• Must have professional written communication skills
• Proven ability to multitask and pivot based on customer needs
• Proven ability to achieve sales, revenue, quality, and accuracy targets
• Demonstrated ability to provide outstanding customer service
• Ability to work independently and in a team environment
• Open to observation and coaching
• Strong ability to problem-solve and provide viable solutions based on customer needs and company objectives
• Experience working in multiple systems and applications
• Strong attention to detail and time management skills
• Demonstrated ability to understand, stay up to date and apply with policies/guidelines accurately
• Experience with Salesforce considered a strong asset
• Proficient with Microsoft Office
• Must have a private home office space (high speed internet connection) during at home shift(s)

ABOUT US: PROUDLY CANADIAN AND INDEPENDENTLY OWNED, WE ARE COKE CANADA!

Coca-Cola Canada Bottling Limited is Canada’s premier bottling company. We are an independently owned business encompassing over 5,800 associates, more than 50 sales and distribution centers, and 5 production facilities nationwide. For more information about Coke Canada Bottling, please visit cokecanada.com

• Answer incoming calls for sales orders, customer support, equipment service, myCoke website support, and/or general inquiries.
• Execute customer support and equipment service tickets, process delivery requests, modify orders, execute reroute notifications, provide new product information etc.
• Effective handling of customer Chat inquires for the myCoke.com ecommerce platform.
• Participate in outbound calling projects and/or other Customer Solutions initiatives.
• Apply effective first call resolution practices when responding to questions/concerns.
• Strive to meet and exceed contact centre metrics.
• Accurately update customer information and transactions in the Salesforce database
• Successfully offer beverage products to established customers through up-selling and cross-selling to achieve volume and profitability targets.
• Act as a company ambassador by offering best programs and solutions to drive value.
• Deliver professional account management for designated Coca-Cola Customers.
• Utilize effective communication skills to ensure expectations are successfully achieved for both internal/external stakeholders.
• Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs.
• Escalate customer issues within established guidelines in timely manner.
• Understand performance targets to meet and/or exceed goals.
• Learn and abide by Coca-Cola Canada Policies and Procedures. Remain up to date with our product lineup, updates, and process revisions to immediately apply to customer interactions
• Access multiple system applications simultaneously to effectively provide sales and service
• Actively participate in team building and engagement activities.
• Remain on queue per schedule to ensure service levels are achieved daily
• Attendance, schedule adherence and punctuality are essential for this role
• Perform other duties per business needs, as instructed by Management Team