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Customer Solutions Agent
3 weeks ago
**About This Opportunity**:
As a full-time Bilingual Customer Solutions Agent (CSA), you are the expert in Sales and Service, in our omni-channel contact center environment, to deliver customer needs. The Customer Sales Solutions Centre (CSSC) offers exceptional world class service to customers across Canada. Our Customer Solutions Agents deepen customer relationships and are responsible for assisting existing customers to process their beverage orders, execute an equipment service request, and handle customer service inquiries, while accessing and updating multiple systems. This role is critical in supporting the Coke Canada goal of becoming the world’s best independent bottler. You will succeed if you are customer focused, have a strong ability to find the right solution, motivated to achieve sales and service targets, deeply understand our product, execute accurate processes, and can multitask. We have embarked on a hybrid model. You will be required to work a combination of both in office and at home.
**Employment start date**: October 28, 2024
**Wage**: $24.00/hour
**Shift**: Available to work various shifts Monday to Friday between 7AM to 8PM (No weekends)
**Hybrid Model**:Montreal Location - 1 day per month in office
**Vacation**: 3 weeks’ vacation + Floater days
**Responsibilities**:
- 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.
- Participate in outbound calling projects and/or other Customer Solutions initiatives
- 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.
- Escalate customer issues within established guidelines in timely manner.
- Understand performance targets to meet and/or exceed goals.
- Attendance, schedule adherence and punctuality are essential for this role
**Qualifications**:
- Excellent verbal and written skills in both English and French, with ability to communicate across different level. This includes solid active listening skills to deliver accurate information
- 2 years customer service and/or customer sales experience (Contact Centre experience considered a strong asset)
- 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
- Strong attention to detail and time management skills
- Experience with Salesforce considered a strong asset
- 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.
**Important**
All offers of employment at Coca-Cola Canada Bottling Limited (“Coke Canada Bottling”) 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 drivers abstract review. Please advise the Talent Acquisition team if you have any questions or concerns in regards to this once you are contacted for further consideration.
