Associate, Customer Engagement
Description: • Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels. • Provide equipment service and general customer support through successful resolution. • Accurately capture the voice of our customers to drive first call resolution across functions. • Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders. • Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction. • Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues. • Escalate customer issues within established guidelines to ensure timely resolution. • Understands performance metrics and apply knowledge to improve quality and capabilities to meet and/or exceed goals. • Ensure new/revised processes are understood and immediately applied to customer interactions. • Access multiple system applications simultaneously to effectively service customers. • Actively participate and contribute in engagement and team building activities. • Assist with projects per business needs. Requirements: • High School Diploma or equivalent • 2+ years customer service or contact center experience with great communication and people skills • Microsoft Office experience required • CRM experience preferred, but not required • High Speed Internet • Ability to connect via hardwire • Must be currently authorized to work in the United States on a full-time basis and not require sponsorship Benefits: • Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico. • Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery outlets, theme parks, movie theatres, restaurants, and many more each day. • A full range of medical, financial, and/or other benefits, dependent on the position, is offered. • Annual Incentive Reference Value Percentage: 7.5 • Career Development: support for career development, building capabilities, developing new skills, and leaning into new experiences. • Diverse, equitable and inclusive workplace initiatives. Apply tot his job