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Consumer Engagement Associate

The Coca-Cola Company

  • Location: ALPHARETTA, GA - USA
  • Post Date: 12/1/2018
  • Job Type: FULL TIME
  • TRAVEL REQUIRED: 00% - 25%
  • RELOCATION PROVIDED: No
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Job ID: R-20799

Position Overview:

The Consumer Engagement Associate provides support to company brands, promotions, and all other company functions in a contact center environment while protecting and enhancing the company's reputation and trademarks.

This position is responsible for handling routine consumer inquiries, as well as escalation contacts, related to all company matters and to update computerized data entry systems as necessary.

Function Specific Activities:

Position Activities & Tasks:

·        Respond to inquiries from or initiate contact with external audiences
via personal contact, phone, email and letters in order to manage
relationships, clarify Company positions and build goodwill.

·        Build or maintain a database of consumer contacts to track,
monitor and report inquiries, issues and trends in order to
enable senior management to make informed business decisions.

·        Resolve quality-related issues with Company products or packages by
reassuring, educating or reimbursing consumers in order to minimize
legal risks or adverse publicity.

·        Receive and record order information in order to communicate demand
for products or services needed using Coca-Cola information systems.

·        Receive, record and respond to consumer inquiries/feedback
using database tools and documented best practices in order to provide
improved service performance and/or to capture and report data to
internal/external users.

  • Handle an average of approximately 40-70 calls/emails per day and accurately processes related transactions
  • Apply technical and professional job knowledge to evaluate consumer concerns and accurately input requests for other support activities
  • Follow operational procedures by adhering to an assigned schedule
  • Display dependability by being punctual and maintain an acceptable level of attendance
  • Demonstrate excellent verbal communication by providing consumer service to all contacts
  • Addresses or escalates consumer issues according to existing procedures
  • Abides by documented quality guidelines when handling consumer calls

Job Requirements:

  • A willingness and desire to provide outstanding consumer service
  • Proven ability to multi-task
  • Computer aptitude, including typing of at least 35 wpm, accurate data entry and the ability to effectively work in a Windows based environment
  • Excellent verbal and written communication as well as listening skills
  • Must work well, both independently and with a team.
  • Ability to work in a fast-paced environment and successfully manage a rapidly changing environment
  • Display receptivity to coaching and feedback, with a desire to learn and improve
     

Education: High school diploma; GED equivalent
 

Related Work Experience: At least 6 months in a contact center environment
 

Job Requirements:

Years of Experience:

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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. Apply
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