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Why Join Coca-Cola North America? It’s an exciting time to work in The Coca-Cola Company’s flagship market. We’re accelerating our momentum as the fastest-growing large consumer goods company in North America by putting people at the heart of our business and everything we do – whether we’re innovating to give consumers the drinks and packaging sizes they want or building our eCommerce capabilities. People are our focus when we’re collaborating with our diverse network of locally connected bottling partners, and when we’re returning every drop of water we use to communities and nature. And people – with the different backgrounds, skills, and perspectives they bring to our workplace – are helping transform our business, one big idea at a time. We empower our employees to challenge the status quo, make bold recommendations, experiment, and adapt, so we can grow together and make a great business even better. What You’ll Do for Us
Act as a subject matter expert to frontline associates for process questions by directing associates to online tools and resources and by giving guidance for de-escalating customers.
Support the business by directly interacting with irate customers, customers with lingering issues and/or customers with complex calls after an unsuccessful first attempt at resolution by the front-line associate.
Collaborate with cross functional departments to highlight and determine 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 (i.e., product orders for direct store delivery, warehouse delivery, equipment service requests and general customer support inquiries) 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. Analyze and communicate findings to Workforce, IT and/or management as designated within established guidelines.
Maintain accurate details of escalated calls. Serve as 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. Make recommendations to management for additional research and implementation.
Produce standardized reports daily, weekly, and monthly for use by business and/or management team.
Ensure backlog of work is processed efficiently by implementing established procedures and resources are effectively assigned to high priority tasks during disaster recovery efforts.
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
PREFERENCES:
Previous experience working accurately within Customer Care Center processes.
Virtual Private Network experience
Sales experience in consumer products
Call Center experience
AA or bachelor’s degree
Experience in Coca-Cola operations, business, and procedures
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.
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.
Full-time