Advisor, Customer Engagement

The Coca-Cola Company • Atlanta, GA • 2h ago

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.

Qualifications & Requirements

Education: 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

What We Can Do for You

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.

Skills Microsoft Office; Detail-Oriented; Technical Support; Oral Communications; Computer Literacy; Customer Service; Relationship Building; Recordkeeping; Troubleshooting

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Pay Range:$51,300 - $57,900

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:7.5

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

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