Specialist - Customer Service 1

About us:

• Privately owned and operated with 100+ years of historical strength and stability
• Dedicated to supporting internal career growth through on job training, learning and opportunity for career advancement
• Excellent Total Value Benefits Package to include:
• Two weeks paid vacation within first year
• Comprehensive Medical Preferred Provider Plan
• Dental, vision, flex spending
• Employee Assistance Program
• Company paid life insurance ($50,000)
• Additional optional insurance (accident, critical illness, universal life, home & auto)
• Paid maternity & paternity leave
• Paid holiday & sick time
• 401(k) match (50% on first 6%; plus an additional annual match of up to 3%)
• Exclusive employee discounts (cell phone, event tickets, gym membership, car buying, hotels, car rentals, technology needs and much more)
• Competitive Compensation
• Fast paced environment promotes a healthy lifestyle
• For qualified candidates we offer an amazing CDL Tuition Program reimbursable up to $5250 for CDL school tuition - ask your Recruiter for details
  

The Specialist - Customer Service 1 is responsible for maintaining impactful relationships through non-scripted phone or electronic interactions. This role is responsible for addressing the inbound inquiries from customers/consumers via phone, email, or eCommerce. This role is critical in supporting the Coca-Cola UNITED goal of providing best in class service and creating the ultimate customer experience.

• Serve as communication liaison for Company and customer. Provide sincere and warm greeting. Implore empathetic, active listening to allow the customer to describe their challenges completely. Ensure that each customer knows they are valued and that it is our privilege to provide outstanding service that exceeds their expectations
• Multitasking capabilities to be able to toggle between screens and tasks while maintaining accuracy and focus on customer on phone as well as electronic inputs
• Problem solve by listening to understand, not to formulate a response. Utilize the information provided by the customer to ask questions to determine the actual root cause of an issue so that we can work together for a solution that is effective for long term success
• Use provided resources and training materials and ask for assistance/guidance when necessary
• Accurate documentation notations- Customer's electronic notes include all pertinent information so each department that needs to provide assistance to the customer can fully understand the scope of the issues and work needed with the customer account clearly including all details
• Sales/upselling of our products and services by comfortably recommending and closing sales
• Actively contribute to team building activities; participate in projects per business needs
• Diffuse escalations, research accounts and resolve customer issues
• Work closely with the field sales/service organization to meet customer needs
• Performs appropriate duties as assigned by management

• Minimum age 18 years old
• Personal Protective Equipment (PPE) as required by position and compliance with UNITED safety policies
• Regular and prompt attendance is an essential function of the job
• Ability to read, write and speak English
• Ability to maintain a neat professional appearance within Company guidelines
• Ability to maintain safety and security of Company assets
• Ability to utilize all Company provided resources and technology
• Ability to demonstrate independence, analytical skills, and strategic thinking
• Effective communication skills
• High school diploma or general education degree (GED); or 2 years related experience and/or training; or equivalent combination of education and experience
• Preferred AA or BA degree
• Flexible hours, with a possibility of weekends with some overtime as needed
• Proven ability to communicate professionally and effectively both verbally and in writing
• Demonstrated ability to provide outstanding customer service
• Adaptable to constantly changing environment
• 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, ability to multitask, and time management skills
• Preferred typing skills of 40+ WPM

Position will be required to comply with the CCBCU Personal Protective Equipment Program. Position is required to wear safety toed shoes when performing the following tasks: Operating Powered Industrial Equipment or Working in an Area where Powered Industrial Equipment is in use, Fleet Maintenance, Working with Palletized Product, Use of Hand Trucks/Dollies to Deliver Product, Cooler Services, etc.

(X) None = 0% (0 hrs)

(L) Limited = 1% (1 hr)

(O) Occasionally = 2%-25% (1-2 hrs)

(F) Frequently = 26%-50% (3-4 hrs)

(R) Repeatedly = 51%-75% (5-6 hrs)

(C) Continuously = 76%-100% (7+ hrs)