Job Description

JOB TITLE: CALL CENTER OPERATOR-CONTRACTOR

LOCATION: 1100 REYNOLDS BLVD, WINSTON SALEM, NORTH CAROLINA, USA, 27105-3400

DURATION: 6+ MONTHS CONTRACT

CLIENT : PEPSICO

PEPJP00018384

SUNDAY-SATURDAY 10AM TO 3PM (5 DAY SET SCHEDULE)

PEPJP00018385

SUNDAY-SATURDAY, 6PM-11PM (5 DAY SET SCHEDULE)

PAY RATE: $13.75/HR. ON W2 (WITHOUT BENEFITS)

DESCRIPTION

Must live in or near Winston Salem because they will return to office after Summer

If you are passionate about serving customers, results driven and interested in working for a world-class global brand, then the PepsiCo Customer Care Advocate may be an ideal position for you. As a PepsiCo Customer Care Advocate, you serve as the face and voice of the PepsiCo brand.

PepsiCo Customer Care Advocates deliver extraordinary care by promptly and accurately responding to customer inquiries. PepsiCo Customer Care Advocates strive to make it easy to do business with us, solving customer issues, while celebrating their value to us.

As a PepsiCo Customer Care Advocate, you would be responsible for handling inbound calls and analyzing account information for the repair and maintenance of any equipment within the customer’s business. Success in this role will be achieved largely through the ability to navigate a high volume of calls in a fast paced setting, successfully diagnosing and repairing equipment over the phone and providing exemplary customer service.

DUTIES AND TASKS/ESSENTIAL FUNCTIONS:

• Interact empathetically with customers and field personnel in a call center environment via phone and email in response to equipment malfunctions and service requests

• Gather and validate customer/equipment information and determine the issue by analyzing the symptoms

• Diagnose and resolve fountain issues using provided diagnostic tools

• Research and document service related issues, escalations, and missed commitments and deliver seamless communication to ensure resolution

• Exemplary attendance and punctuality

• Follow standardized procedures to deliver world class customer service and first call resolution

QUALIFICATIONS:

• Engaging personality that blends well with a fast-paced, goal-driven environment

• Proper phone etiquette and courtesy

• Highly organized with exceptional follow-through abilities

• Ability to speak and type clearly, concisely, and accurately, using proper grammar

• Ability to multitask between customer calls and logging of case notes/ template submissions in a fast paced environment

• Demonstrated ability to empathize with customers, and tailor communication to each individual

• Openness to constructive coaching and ability to implement recommended best practices to achieve performance objectives

• Ability to adjust to constantly-changing technology, processes, and team structures

• Ability to maintain stable performance under pressure during periods of high call volume

• Sets high standards of performance for self, assuming personal responsibility and accountability for successfully meeting objectives

REQUIREMENTS:

• High School Diploma/GED or greater

• Minimum 1year customer service experience or 4 year degree

• Strong proficiency in computer systems and data entry

• Ability to work with minimal supervision

• Superior problem solving and analytical thinking skills

• Availability to work evenings, weekends, holidays, and occasional overtime to meet business needs

• Must pass drug testing and criminal background check

Additional Information

All your information will be kept confidential according to EEO guidelines.