[Remote] Advisor, Customer Resolution

Responsibilities 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 Requirements 1 to 2 years customer service, consumer affairs or sales experience High School Diploma or equivalent Experience in Coca-Cola operations, business and procedures 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 Computer Literacy Customer Relationship Management (CRM) Microsoft Office Oral Communications Recordkeeping Relationship Building Technical Support Troubleshooting