Advisor, Customer Engagement

The Coca-Cola Company • Atlanta, GA

1d

About The Position

The Advisor, Customer Engagement Associate (CEA) provides service and support to established and new, internal and external customers in a contact center environment. A CEA is responsible for handling routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels. This role is critical in supporting the Coca-Cola National Food Service and On Premise (NFSOP) goal of becoming the best brand, sales and customer service system by providing high quality service to our customers. What You’ll Do for Us Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels. Provide equipment service and general customer support through successful resolution. Accurately capture the voice of our customers to drive first call resolution across North America Operating Unit (NAOU) functions. Utilize effective communication skills to ensure customer 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 account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues. Escalate customer issues within established guidelines to ensure timely resolution. Understands performance metrics and improves quality and capabilities to meet and/or exceed goals. Ensure new/revised processes are understood and immediately applied to customer interactions via NAOU tools/resources. Access multiple system applications simultaneously to effectively service customers. Actively participate and contribute in engagement and team building activities. Assist with projects per business needs.

Requirements

• AA or bachelor’s degree preferred
• High School Diploma or equivalent required
• 2 + years customer service experience
• Proven ability to communicate professionally and effectively both verbally and in writing
• Demonstrated ability to provide outstanding customer service
• Demonstrated 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
• One year experience working in various computer applications
• Strong attention to detail and time management skills
• Demonstrated ability to understand policies/guidelines and use them as intended
• Call Center experience
• Typing speed 40WPM or greater.
• Knowledge of Salesforce and Genesys systems

Responsibilities

• Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels.
• Provide equipment service and general customer support through successful resolution.
• Accurately capture the voice of our customers to drive first call resolution across North America Operating Unit (NAOU) functions.
• Utilize effective communication skills to ensure customer 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 account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.
• Escalate customer issues within established guidelines to ensure timely resolution.
• Understands performance metrics and improves quality and capabilities to meet and/or exceed goals.
• Ensure new/revised processes are understood and immediately applied to customer interactions via NAOU tools/resources.
• Access multiple system applications simultaneously to effectively service customers.
• Actively participate and contribute in engagement and team building activities.
• Assist with projects per business needs.

Benefits

• Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.
• Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.
• We believe a diverse, equitable and inclusive workplace makes us a stronger and more innovative company.
• This includes supporting the financial and personal well-being of our employees.
• We empower each and every one of our employees across the globe to prioritize their career development by building capabilities, developing new skills, and leaning into new experiences.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree