Associate, Customer Engagement

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Job Description Summary:

At the Coca-Cola Company we believe the consumers are the center of our business and we’ve created a platform that enables us to engage directly with them. Our next generation 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, whether it be established, new, internal, or external customers. You’ll handle 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 Company’s goals and you’ll be on the front lines of providing them the highest quality service.

TELEWORK: High-Speed Hard Wired Internet service is required and an isolated environment within your home that removes all distractions and provides the professional experience for our customers as expected. Ability to work in a telecommuting environment being self-driven and self-motivated by retaining systems training, process training, and the ability to work virtually.

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 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 apply knowledge to improve quality and capabilities to meet and/or exceed goals. Ensure new/revised processes are understood and immediately applied to customer interactions.
• 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.

​Qualification & Requirements 

• High School Diploma or equivalent
• 2+ years customer service or contact center experience with great communication and people skills
• Microsoft Office experience required
• CRM experience preferred, but not required

What We Can Do For You 

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico. 
• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day.  

Skills:

Pay Range:

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:

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.

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.