Bilingual Customer Solutions Agent

**About Us**:
**Proudly Canadian and Independently Owned, we are Coke Canada Bottling**

Coke Canada Bottling is Canada's premier bottling company. We are an independently owned business encompassing over 5,800 associates, more than 50 sales and distribution centres, and five production facilities nationwide.

We have a 120-year heritage of manufacturing, marketing, selling, and distributing the major branded ready-to-drink products Canadians love.

We pride ourselves on building diverse and sustainable relationships with our customers, consumers, stakeholders, and communities through our shared values: lead with an entrepreneurial mindset, collaboration, integrity, accountability, quality and safety.

Our brands include: Coca-Cola®, Diet Coke®, Coca-Cola® Zero Sugar, Sprite®, Fanta®, Barq's®, NESTEA®, POWERADE®, Minute Maid®, DASANI® and vitaminwater®; and our partner brands: Canada Dry®, Monster Energy®, and A&W®.

**About This Opportunity**:
As a Bilingual Customer Solutions Agent (CSA) you are the expert that provides sales and support to established customers in a contact center environment. A Bilingual Customer Solutions Agent is responsible for selling to existing customers to obtain their beverage orders, handling customer service inquiries, and updating multiple systems as necessary. This role is critical in supporting the Coke Canada goal of becoming the world’s best independent bottler by maintaining and growing sales through various communication channels while providing superior service to our existing customers.

**Benefits**

Job status : Full Time Permanent

Wage : Starting at $19.32/hr

Competitive benefits and 3 weeks vacation pay + 2 floater days

Location : hybrid work from home and once twice a week in the office

**Responsibilities**:

- Effectively answer incoming calls and participate in outbound calling projects and/or initiatives
- Effectively handle customer chat inquires
- Successfully sell Coca-Cola products to established customers via multiple customer contact channels through up-selling and cross-selling established products and introduction of new brands and packages which results in increased volume and profitability.
- Resolve all inbound and outbound support requests through established guidelines.
- Identify and act as a company ambassador by offering best sales programs to drive customer value and grow the customer’s beverage business.
- Deliver professional account management for designated Coca-Cola Customers.
- Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
- Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.
- Escalate customer issues within established guidelines to ensure timely resolution.
- Understands performance metrics and improves quality and capabilities to meet and/or exceed goals.
- Ensure new/revised processes are understood and immediately applied to customer interactions via Coca-Cola tools/resources.
- Actively participate and contribute in engagement and team building activities.
- Assist with projects per business needs.

**Qualifications**:

- Ability to speak and write in English and French
- High School Diploma or equivalent
- 2 years customer service and/or customer sales experience (Contact Centre experience considered a strong asset)
- Proven ability to communicate persuasively, effectively and in a professional manner
- Proven ability to communicate effectively both verbally and in writing
- Demonstrated ability to provide outstanding customer service
- Demonstrated ability to successfully work independently and in a team environment
- Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives
- Strong attention to detail and time management skills
- Demonstrated ability to understand policies/guidelines and use them as intended

**Important**:
All offers of employment at Coca-Cola Canada Bottling Limited (“Coke Canada”) are conditional upon a successful background clearance obtained through our contracted third-party vendor. The standard clearance requirements depend on the position and may include some or all of the following: criminal clearance, employment verification, education verification, and driver’s abstract review. In addition, all new employees must be fully vaccinated against COVID-19 and provide Coke Canada with proof of vaccination. Please advise the Talent Acquisition team if you have any questions or concerns in regard to any of the foregoing once you are contacted for further consideration.