New job Customer Resolution Specialist in Georgia | 2021

The Customer Care Center (CCC) provides a primary point of contact for all National Food Service on Premise customers and business partners to quickly and conveniently order the products and services of The Coca-Cola Company. The CCC creates these orders and requests and tracks them to fulfillment via a variety of closed loop processes. This Specialist role is focused against the moment to moment successful operation of our CCC Teams. The incumbent individuals possess an intimate knowledge of our processes and procedures across our CCC organization. They provide an immediate point of escalation for our frontline teams keeping them focused on efficiently processing contacts throughout their day. 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

• 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

• Education: AA or bachelor’s degree

• 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.

• Demonstrates an ability to be flexible.

• Previous experience working accurately within Customer Care Center processes.

• Virtual Private Network experience.

• Call Center experience

• 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.

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.