Advisor, Customer Resolution Specialist

Location(s):

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Job Description Summary:

The Contact Center provides a primary point of contact for all National Food Service on Premise customers and business partners. This Specialist role is focused on the successful resolution of the customer experience. They provide focused customer care as needed in uniquely challenging customer situations resolving complex issues and ultimately driving customer satisfaction and retention.

What You’ll Do for Us

• Support the business by directly interacting with customers.
• Collaborate with cross functional departments to highlight and determine the most effective way to resolve customer issues. Ensure a timely and satisfactory response is received by the customer.
• Serve as subject matter expert across various process functions by leveraging the correct business procedures and/or engaging the applicable business owners as needed.
• Proactively monitor current volume and/or system issues that impact the ability to process calls efficiently.
• Maintain accurate details of escalated calls. Serve as a resource to training group by analyzing and providing feedback on process question trends, common customer issues and/or training opportunities.
• Identify opportunities where process improvement or information management may increase the department’s efficiency. 
• Produce standardized reports daily, weekly and monthly for use by the business.
• Ensure backlog of work is processed efficiently by implementing established procedures. 
• Monitor the queue status of outbound/admin work generated within our systems for the workforce teams as necessary.

Qualifications & Requirements

• 1 to 2 years customer service, consumer affairs or sales experience
• Proven ability to communicate persuasively, effectively and in a professional manner.                                                 
• Proven ability to relay situational details and/or complex process steps verbally and in writing.
• Demonstrated ability to provide outstanding customer service.
• Proficient in operating in customer facing applications and workforce management systems. 
• Strong attention to detail and time management skills.
• High School Diploma or equivalent.
• Experience in Coca-Cola operations, business and procedures

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:

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.

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.