Advisor, Customer Resolution Specialist

The Coca-Cola Company; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

The Coca-Cola Company seeks a Contact Center Specialist to offer top-notch customer service for National Food Service clients. The role entails resolving complex customer issues while collaborating with various departments. Candidates should possess strong communication skills and have a High School Diploma.

Benefits

Innovative Technology

Large & Connected Network

Qualifications

• 1 to 2 years customer service, consumer affairs, or sales experience required.
• Proven ability to communicate persuasively and professionally.
• Demonstrated ability to provide outstanding customer service.

Responsibilities

• Interact directly with customers to resolve issues.
• Collaborate with departments to ensure timely responses.
• Produce standardized reports for business use.

Skills

Customer Engagement

Critical Thinking

Team Communication

Computer Literacy

Customer Relationship Management (CRM)

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

The Contact Center provides a primary point of contact for all National Food Service on Premise customers and business partners. This Specialist role is focused on the successful resolution of the customer experience. They provide focused customer care as needed in uniquely challenging customer situations resolving complex issues and ultimately driving customer satisfaction and retention. P roviding support 365 days per year, 24 hours per day .

TELEWORK: High-Speed Internet service is required and an isolated environment within your home that removes all distractions and provides the professional experience for our customers as expected. Ability to work in a telecommuting environment being self-driven and self-motivated by retaining two weeks of systems training, process training, and the ability to work virtually.

What You’ll Do for Us

• Support the business by directly interacting with customers.
• Collaborate with cross functional departments to highlight and determine the 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 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.
• Maintain accurate details of escalated calls. Serve as a 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.
• Produce standardized reports daily, weekly and monthly for use by the business.
• Ensure backlog of work is processed efficiently by implementing established procedures.
• 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.
• 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.

Location(s):

United States of America

City/Cities:

Remote

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

June 12, 2025

Shift:

Job Description Summary:

The Contact Center provides a primary point of contact for all National Food Service on Premise customers and business partners. This Specialist role is focused on the successful resolution of the customer experience. They provide focused customer care as needed in uniquely challenging customer situations resolving complex issues and ultimately driving customer satisfaction and retention. P roviding support 365 days per year, 24 hours per day .

TELEWORK: High-Speed Internet service is required and an isolated environment within your home that removes all distractions and provides the professional experience for our customers as expected. Ability to work in a telecommuting environment being self-driven and self-motivated by retaining two weeks of systems training, process training, and the ability to work virtually.

What You’ll Do for Us

• Support the business by directly interacting with customers.
• Collaborate with cross functional departments to highlight and determine the 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 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.
• Maintain accurate details of escalated calls. Serve as a 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.
• Produce standardized reports daily, weekly and monthly for use by the business.
• Ensure backlog of work is processed efficiently by implementing established procedures.
• 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.
• 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.

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.

Skills:

Computer Literacy, Critical Thinking, Cross-Functional Teamwork, Customer Complaint Resolution, Customer Engagement, Customer Follow-Ups, Customer Relationship Management (CRM), Data Entry, Inbound Calls, Investigate, Microsoft Office, Team Communication

Pay Range:

$60,200 - $74,100

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.

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.

About the company

The Coca-Cola Company is an American multinational beverage corporation headquartered in Atlanta, Georgia.

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