Advisor, Consumer Engagement

Coca-Cola HBC; Atlanta (GA); On-site; USD 64,000 - 76,000; Full time

Job summary

The Coca-Cola Company is seeking a consumer support specialist focused on social listening, assisting with escalated inquiries and complaints across phone, email, and social channels. You will serve as a subject matter expert and ambassador, ensuring timely, accurate, and professional resolutions.

In this role, you’ll investigate issues, follow up on escalations, maintain records, and collaborate across a global team.

Qualifications

• Associate degree or bachelor’s degree in business or related field
• 2+ years of customer service or contact center experience
• 2+ years’ experience utilizing Microsoft Office
• CRM experience preferred, but not required
• Ability to accurately input data, write routine reports, and correspondence
• Maintain a high level of customer service expected by our internal and external customers
• Proactive goal-oriented approach to decision making
• Proven Team Player who can effectively work with all levels of a global matrixed organization - Ability to adapt to changing demands and conditions
• Flexibility to manage multiple projects/initiatives simultaneously and execute to completion

Responsibilities

• Act as a subject matter expert related to the Company, Product, Promotions, E-commerce and Digital space(s) while supporting associates with handling of contacts via multiple channels (phone, email, social, chat)
• Act as a company ambassador through accurately diagnosing issues to deliver high-quality service via multiple consumer contact channels
• Research and resolve issues for consumers, business partners and Company associates to expedite resolution of complaints using a variety of information systems
• Contact consumers to provide follow-up on escalated complaints and acquire necessary details to resolve the issue
• Utilize effective communication skills to ensure consumer 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 E-commerce orders and use applicable resources/tools to problem-solve and make appropriate decisions to meet customers’ needs and resolve issues
• Access multiple system applications simultaneously to effectively service customers
• Assist with projects per business needs
• Recognize opportunities to reduce further escalation to the media, legal entities or senior level company executives by leveraging advanced consumer engagement practices

Skills

Time management

Critical thinking

Attention to detail

Multitasking

Communication

Teamwork

Education

Associate or bachelor’s degree in business or related field

Tools

Microsoft Office

CRM

Job description

Job Summary

This role at The Coca-Cola Company focuses on consumer support and social listening, helping resolve escalated consumer inquiries and complaints across multiple communication channels. The position serves as a key subject matter expert, acting as a Company ambassador while ensuring timely, accurate, and professional resolution of consumer concerns.

Key responsibilities include:

• Investigating and resolving consumer, partner, and internal associate issues using multiple systems and tools.
• Following up on escalated complaints and gathering details needed for resolution.
• Maintaining detailed records, researching account history, and escalating issues appropriately when needed.
• Using strong communication, listening, and problem-solving skills to manage consumer expectations and improve satisfaction.
• Supporting team initiatives, adapting process changes, and helping reduce situations that could reduce situations that could reduce.

The ideal candidate should have:

• An associate or bachelor’s degree in business or related field.
• At least 2 years of customer service or contact center experience.
• Experience with Microsoft Office; CRM experience is preferred.
• Strong time management, critical thinking, attention to detail, and multitasking abilities.
• Excellent communication and teamwork skills, with the ability to work in a fast-paced, global organization.

Job Description

At theCoca-Cola Companywe believe the consumersarethe center of our business, andwe’vecreated aplatform that enables us to engage directlywiththem. Our nextgeneration’s listeningand publishing capabilities are at the heart of this transformation, andwe’vebuiltdedicated global leadership to ensure end-to-end social listening across all markets.In this roleyou’llprovide service and support toour customer base and resolve escalated consumer quality complaints.We’relooking for a candidate with a high degree in time management, self-motivation, judgment and critical thinking, attention to detail,and negotiation skills.

What You’ll Do for Us

• Act as a subject matter expert related to the Company, Product, Promotions, E-commerce and Digital space(s) (to name a few) while supporting associates with handling of contacts via multiple channels (phone, email, social, chat).
• Act as a company ambassador through accurately diagnosing issues to deliver high-quality service via multiple consumer contact channels.
• Research and resolve issues for consumers, business partners and Company associatesto expedite resolution of complaints using a variety of information systems.
• Contact consumerstoprovide follow-upon escalated complaints and acquire necessary details to resolve the issue.
• Utilize effective communication skills to ensure consumer 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 E-commerce orders and use applicable resources/tools to problem-solve and make appropriate decisions to meet customers’ needs and resolve issues.
• Access multiple system applications simultaneously to effectively service customers.
• Assist with projects per business needs.
• Recognize opportunities to reduce further escalation to the media, legal entities or senior level companyexecutives by leveraging advanced consumer engagement practices.

Qualifications & Requirements

• Associate degree or bachelor’s degree in business or related field
• 2+ years ofcustomerserviceor contactcenter experiencewith great communication and people skills
• 2+ years’ experience utilizing Microsoft Office
• CRM experience preferred, but not required
• Ability to accurately input data, write routine reports, and correspondence.
• Maintain a high level of customer service expected by our internal and external customers.
• Proactive goal-oriented approach to decision making.
• Proven Team Player who can effectively work with all levels of a global matrixed organization - Ability to adapt to changing demands and conditions.
• Flexibility to manage multiple projects/initiatives simultaneously and execute to completion.

What We Can Do for You

• Iconic & Innovative Brands: Our portfolio represents over250 productswith some of the most popular brandsin 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.

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 Relationship Management (CRM), Customer Service, Detail-Oriented, Microsoft Office, Oral Communications, Recordkeeping, Relationship Building, Technical Support, Troubleshooting

Pay Range

United States: 63,600 - 76,100 USD

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.

Annual Incentive Reference Value Percentage

7.5

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Location(s)

United States of America

City/Cities

Atlanta

Travel Required

00% - 25%

Relocation Provided

No

Job Posting End Date

September 4, 2026

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.