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Associate, Customer Engagement
About the position
This role requires the ability to work from the Atlanta office as business needs require. At The Coca‑Cola Company, every interaction with our customers is an opportunity to create value and strengthen relationships. Guided by our purpose to refresh the world and make a difference, we deliver iconic brands and exceptional experiences for billions of people each day. To make this possible, we rely on talented team members who combine digital fluency with a passion for solving real-world customer needs. As an Associate, Customer Engagement you will play a critical role in creating effortless, high-quality service experiences across multiple touchpoints. This position goes beyond answering inquiries—it is about anticipating customer needs and delivering solutions that reinforce trust and reliability. By leveraging innovative platforms and collaborating across diverse teams, you will help ensure that customer engagement is seamless, supportive, and aligned with Coca‑Cola’s commitment to excellence. If you thrive in a fast-paced setting, are confident navigating multiple digital systems, and take pride in making every interaction meaningful, this role offers the chance to influence how customers experience a world-class global brand.
Responsibilities
- Serve as a brand representative by delivering superior engagement across multiple communication channels while embodying Coca‑Cola’s values in every interaction.
- Actively listen, clarify customer needs, and communicate solutions that instill confidence and satisfaction.
- Research inquiries using internal systems and digital tools to provide accurate, timely resolutions for service and account support.
- Navigate multiple applications simultaneously to ensure efficient service execution across channels.
- Apply strong problem-solving skills to achieve first-contact resolution whenever possible and escalate issues responsibly when additional support is needed.
- Capture and relay customer insights to inform service improvements and support customer-centric initiatives.
- Contribute to enhancements in processes and tools through feedback and collaboration with the Customer Engagement team.
- Demonstrate adaptability by embracing evolving technologies, processes, and tools that advance the customer experience.
Requirements
- High School Diploma or equivalent required.
- Minimum of 2+ years of experience in customer service, customer engagement, or contact center environments with a strong track record of delivering exceptional customer experiences.
- Minimum of 2+ years of experience in a high-volume customer engagement environment utilizing CRM and customer interaction platforms.
- Experience with Salesforce, Genesys, or similar enterprise customer service technologies.
- Strong verbal and written communication skills, demonstrating professionalism and a customer-first mindset.
- Proven ability to resolve customer issues with creativity and composure under pressure.
- Excellent time management skills and attention to detail in a fast-paced, multitasking environment.
- Ability to consistently interpret and apply policies, workflows, and service standards.
- Ability to work independently in a remote setting while maintaining collaborative connections with team members.
- Typing proficiency of at least 50 words per minute and demonstrated ability to efficiently navigate multiple digital applications simultaneously while documenting customer interactions accurately and professionally.
- Reliable high-speed internet access and a dedicated remote workspace suitable for professional communication and data security.
Nice-to-haves
- Knowledge of Coca‑Cola customer engagement processes, systems, and ways of working preferred.
Benefits
- A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
