Advisor, Customer Engagement

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The Advisor, Customer Engagement Associate (CEA) provides service and support to established and new, internal and external customers in a contact center environment. A CEA is responsible for handling 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 Coca‑Cola National Food Service and On Premise (NFSOP) goal of becoming the best brand, sales and customer service system by providing high quality service to our customers.

• 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.
• Understands 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.

• Education:
  
  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 40
  
  WPM or greater.
• Knowledge of Salesforce and Genesys systems

• 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.

The Coca‑Cola Company will not offer sponsorship for employment status (including, but not limited to, H1‑B visa status and other employment‑based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full‑time basis and must not require The Coca‑Cola Company’s sponsorship to continue to work legally in the United States.

Computer Literacy, Customer Service, Detail‑Oriented, Microsoft Office, Oral Communications, Recordkeeping, Relationship Building, Technical Support, Troubleshooting

$51,300 - $57,900

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.

7.5

Annual Incentive reference value is a market‑based competitive value for your role. It falls in the…