Bilingual Customer Care Representative

About the role

Swire Coca-Cola is a family-owned bottling company with a history spanning over two centuries and one of the largest Coca‑Cola bottlers in North America. The company distributes more than 50 beverage brands and flavors to over 30 million consumers across 13 states. The Customer Care Representative provides support to internal and external customers by handling inquiries, processing orders, managing service requests, and assisting with online ordering via my‑Coke.com.

Responsibilities

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

Requirements

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

Benefits

• Health coverage (3 medical options, dental and vision).
• 401(k) Retirement Plan w/company match.
• Health Savings Accounts w/company match.
• FREE virtual primary care, acute care and physical therapy.
• FREE Employee Assistance Program.
• Company paid (vacation, holidays, sick time, bereavement, jury duty, maternity/parental, disability leave and volunteer time).
• Discounted & free product.
• Tuition reimbursement.
• Opportunities for career advancement.
• Opportunities to help give back directly to the communities and causes you care about.
• Note: Enrollment in a Swire Medical Plan is required for some benefits.

Pay

$18.50/hour

Schedule

Monday‑Friday, 9 am – 6 pm, in‑office