Bilingual Customer Care Representative

Swire Coca Cola • Draper, UT

6d • Onsite

About The Position

Provides customer support to internal and external customers by answering customer inquiries regarding my-Coke.com, processing orders, selling in product voids, handling service/repair requests, and routine check ins with existing customers. Take inbound calls from consumers, customers, internal and external including field sales reps, accounting, receptionist, warehouse throughout Swire territories. Support customers and sales reps in registering accounts for online ordering via my-Coke.com. Trouble shoot online ordering issues, password resets, and any technical support as needed. Successful Customer Care employees have a working knowledge of our entire product portfolio including variations in product availability across distribution centers. Must have strong interpersonal skills to manage relationships to ensure exceptional customer service. Able to work under pressure, meet deadlines and performance metrics. Able to effectively communicate to leadership concerns and requests including current events which impact our business.

Requirements

• Must be Bilingual (Spanish/English)
• High School Diploma (or GED) required
• 1+ years Customer service experience preferred
• Must be able to operate Salesforce software, SAP, and Microsoft office
• Must be at least 18 years of age

Responsibilities

• Employee processes customer order/request by entering data in CRM.
• At the end of the call the employee updates customer records, with the purpose and result of the call
• If the customer is absent/unavailable in an outbound call, employee updates customer call log, notes and schedules follow up call for same day with a minimum of three attempts per rescheduled call
• During the finalizing portion of any call, the employee answers customer inquiries, reminds customers of ancillary items, reviews current order, reviews past orders, makes an up-sell attempt(s) of new/additional product and confirms expected delivery dates with customers.
• Processes service request that are sent to the field service technician through our customer relationship software.
• Providing internal and external support by executing accurate information in a timely manner (pricing, address/delivery, reschedule delivery, location, contact information), and digital online ordering customers with password reset, payment, registering, site navigation, and troubleshooting
• Notifying field sales reps of existing accounts that are no longer purchasing products, and also customers of updated delivery route changes via phone call/email
• Maintaining accurate customer contact information, phone number, email address
• Attend meetings as assigned and assist with any other special projects and events

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED