A t the Coca-Cola Company we believe the c onsumers are the center of our business and we’ve created a platform that enables us to engage directly with them . Our n ext generation listenin g, and publishing capabilities are at the heart of this transformation and we’ ve buil t 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 of time management, self-motivation, judgment and critical thinking, attention to detail and negotiation skills.

What You’ll Do for Us

• A ct as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer 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 quality related complaints and acquire necessary details to resolve the issue. 

• 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.

• U nderstands performance metrics and apply knowledge to improve quality and capabilit ies to meet and/or exceed goals. Ensure new/revised processes are understood and immediately applied to customer interaction s.

• A ccess multiple system applications simultaneously to effectively service customers. Actively participate and contribute in engagement and team building activities.

• 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.  

  Qualifications & Requirements  

• Associates Degree or Bachelor’s Degree in Business or related field

• 2 + years c ustomer s ervice or c ontact c enter experience with great communication and people skills

• 2+ years’ experience utilizing Microsoft Office

• CRM experience preferred, but not required

• 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 .

  Base Salary: $60,200 to $74,100

  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, are offered.

  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:

Oral Communications; Technical Support; Customer Relationship Management (CRM); Relationship Building; Recordkeeping; Troubleshooting; Microsoft Office; Customer Service; Computer Literacy; Detail-Oriented

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.

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. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.