.OverviewWe Are PepsiCoJoin PepsiCo and Dare for Better! We are the perfect place for curious people, thinkers and change agents. From leadership to front lines, we're excited about the future and working together to make the world a better place.Being part of PepsiCo means being part of one of the largest food and beverage companies in the world, with our iconic brands consumed more than a billion times a day in more than 200 countries.Our product portfolio, which includes 22 of the world's most iconic brands, such as Sabritas, Gamesa, Quaker, Pepsi, Gatorade and Sonrics, has been a part of Mexican homes for more than 116 years.A career at PepsiCo means working in a culture where all people are welcome. Here, you can dare to be you. No matter who you are, where you're from, or who you love, you can always influence the people around you and make a positive impact in the world.Know more: PepsiCoJobsJoin PepsiCo, dare for better.ResponsibilitiesThe OpportunityThis position contributes to the success of the Pepsi Beverages Company by providing outstanding customer service to customers and employees in the California, Mountain, and Midwest Market Units. The agent will answer inbound calls and ensure issues are resolved by screening and tracking each request and dispatching to the appropriate Pepsi service team; while also performing follow-up on each call to ensure complete resolution.Your ImpactAs Contact Center Analyst your functions would consist of:Answer and provide outstanding customer service for 50+ calls a day (Based on avg call volume of 500 calls per day)Process inbound calls to determine appropriate area (i.E., Delivery, Merchandising, MEM, etc.)Partner with other departments to achieve root cause resolution of customer issues and provide feedback through reporting.Achieve individual and team objectives to include: Average Call Handle Time, Calls per Hour, Cases Closed, Quality Service Level, Achieve < 2% abandonment rate goal for the Pepsi Support CenterMaintain complete and accurate documentation within the Customer Service Center Call LogMaintain an On Target or better performance ratingContribute toward team goals and objectivesContribute toward improving National Customer Survey ScoresCommunicate with field partners to ensure up-to-date staffing/location contact changesQualificationsWho Are We Looking For?ExperienceAdvanced English levelProficient in Microsoft Office Suite - Word, Excel, and Outlook.If this opportunity interests you, we encourage you to apply even if you do not meet 100% of the requirements.What can you expect from us:Opportunities to learn and develop every day through a wider range of programs.Internal digital platforms that promote self-learning.Development programs according to Leadership skills.Specialized training according to the role.Learning experiences with internal and external providers