The Coca-Cola Company

Customer Engagement Advisor

The Coca-Cola Company

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $51,300 - $57,900 per year

About the role

  • Provide service and support to established and new, internal and external customers in a contact center environment.
  • Handle routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels.
  • 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.
  • Understand 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
Benefits
  • A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
  • Annual Incentive Reference Value Percentage: 7.5
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceproblem-solvingtyping speed 40WPMmechanical servicefirst call resolutionattention to detailtime management
Soft Skills
effective communicationactive listeningteamworkindependencecustomer satisfaction
Certifications
AA degreebachelor’s degreeHigh School Diploma