Customer Resolution Specialist

🔥 4 minutes ago

🇺🇸 United States – Remote

💵 $63.6k - $76.1k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

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The Coca-Cola Company

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1886

🍽️ Food & Beverage

Food & Beverage • Beverage • Sustainability

The Coca-Cola Company is a global beverage corporation with a rich history of over 136 years in refreshing the world. Known for its flagship product, Coca-Cola, the company has developed a diverse portfolio of over 200 brands, including sparkling beverages, hydration options, coffee and tea, juices and dairy, and alcohol-ready-to-drink beverages. Committed to sustainability, The Coca-Cola Company actively engages in initiatives like water stewardship, sustainable agriculture, and reducing sugar in its products. Operating in more than 200 countries, the company strives to make a positive social impact through diversity, equity, and inclusion efforts and partnerships. The Coca-Cola Foundation supports various community initiatives worldwide. The company offers numerous career opportunities globally, emphasizing an inclusive and accessible workplace.

📋 Description

• Diagnose and resolve consumer service or product quality issues across multiple contact channels • Research escalated cases using available tools and collaborate with cross-functional teams • Contact consumers for follow-up and communicate resolution results • Manage escalations involving consumer quality concerns, equipment servicing, and product inquiries • Accurately document interactions to capture the voice of the customer and support first-call resolution • Apply problem-solving and negotiation skills to address sensitive issues and prevent external escalation • Partner with Quality Assurance, Legal, Communications, and Customer Care on complex issues • Share actionable consumer feedback to improve business operations and product performance • Participate in service improvement projects to streamline workflows and elevate customer experience • Navigate multiple systems and complete accurate service documentation • Monitor performance metrics and incorporate feedback to improve efficiency and quality • Support training and process updates in daily operations • Contribute to team-building and engagement activities • Identify opportunities to enhance customer interactions and service delivery outcomes

🎯 Requirements

• Associate’s or bachelor’s degree in Business, Communications, or related field • 2+ years of customer service or contact center experience demonstrating professionalism and problem resolution • Experience using Microsoft Office • Familiarity with CRM tools preferred • Strong ability to manage priorities, multitask, and deliver consistent results under pressure • Excellent communication, active listening, and relationship management skills • Critical-thinking approach to resolving challenges effectively and independently • High levels of accuracy, adaptability, and teamwork across a matrixed organization • Must be currently authorized to work in the United States on a full-time basis • Must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States

🏖️ Benefits

• A full range of medical, financial, and/or other benefits, dependent on the position • Annual incentive reference value of 7.5% • Opportunities to gain experience in product quality resolution, service analytics, and digital communication tools • Professional collaboration with Supply Chain, Communications, and Quality teams • Supportive environment focused on growth, curiosity, innovation, and problem-solving • Purpose-driven culture with global community impact • Travel required: 00% - 25%

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