Customer Resolution Specialist

JOB RESPONSBILITIES

• 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.

JOB REQUIREMENTS

• 1 to 2 yearscustomer 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 workfUSorce management systems.
• Strong attention to detail and time management skills
• High SchoolDiploma 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

Skills:Teamwork; Customer Service; Customer Resolutions; Call Center; Customer Engagement; Business; Analytical Thinking; Identifying Opportunities; Communication; Dispatching

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.