Advisor, Consumer Engagement

Coca-Cola•Atlanta, GA

3d•Onsite

About The Position

This role at The Coca-Cola Company focuses on consumer support and social listening, helping resolve escalated consumer inquiries and complaints across multiple communication channels. The position serves as a key subject matter expert, acting as a Company ambassador while ensuring timely, accurate, and professional resolution of consumer concerns. The role also offers exposure to Coca-Cola’s global portfolio of brands and a diverse customer base across industries such as retail, restaurants, entertainment, and hospitality. At the Coca-Cola Company, we believe consumers are the center of our business, and we’ve created a platform that enables us to engage directly with them. Our next generation’s listening and publishing capabilities are at the heart of this transformation, and we’ve built dedicated global leadership to ensure end-to-end social listening across all markets. In this role, you’ll provide service and support to our customer base and resolve escalated consumer quality complaints. We’re looking for a candidate with a high degree in time management, self-motivation, judgment and critical thinking, attention to detail, and negotiation skills.

Requirements

An associate or bachelor’s degree in business or related field.
At least 2 years of customer service or contact center experience.
Experience with Microsoft Office.
2+ years of customer service or contact center experience with great communication and people skills.
2+ years’ experience utilizing Microsoft Office.
Ability to accurately input data, write routine reports, and correspondence.
Maintain a high level of customer service expected by our internal and external customers.
Proactive goal-oriented approach to decision making.
Proven Team Player who can effectively work with all levels of a global matrixed organization.
Ability to adapt to changing demands and conditions.
Flexibility to manage multiple projects/initiatives simultaneously and execute to completion.
Computer Literacy
Customer Service
Detail-Oriented
Oral Communications
Recordkeeping
Relationship Building
Technical Support
Troubleshooting

Nice To Haves

CRM experience is preferred.
CRM experience preferred, but not required.

Responsibilities

Investigating and resolving consumer, partner, and internal associate issues using multiple systems and tools.
Following up on escalated complaints and gathering details needed for resolution.
Maintaining detailed records, researching account history, and escalating issues appropriately when needed.
Using strong communication, listening, and problem-solving skills to manage consumer expectations and improve satisfaction.
Supporting team initiatives, adapting process changes, and helping reduce situations that could escalate legal, media, or executive attention.
Act as a subject matter expert related to the Company, Product, Promotions, E-commerce and Digital spaces while supporting associates with handling of contacts via multiple channels (phone, email, social, chat).
Act as a company ambassador through accurately diagnosing issues to deliver high-quality service via multiple consumer contact channels.
Research and resolve issues for consumers, business partners and Company associates to expedite resolution of complaints using a variety of information systems.
Contact consumers to provide follow-up on escalated complaints and acquire necessary details to resolve the issue.
Utilize effective communication skills to ensure consumer expectations are successfully achieved with all internal/external stakeholders.
Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction.
Research E-commerce orders and use applicable resources/tools to problem-solve and make appropriate decisions to meet customers’ needs and resolve issues.
Access multiple system applications simultaneously to effectively service customers.
Assist with projects per business needs.
Recognize opportunities to reduce further escalation to the media, legal entities or senior level company executives by leveraging advanced consumer engagement practices.