Advisor, Area Service Coordination

About the position The Advisor, Area Service Coordination will support day-to-day service operations, escalation management, and financial exception handling. This role is critical to ensuring timely service execution, effective Service Provider support, and accurate settlement processes. The ideal candidate excels at multitasking, problem-solving, and cross-functional collaboration.

Responsibilities

• Escalation Support Resolve first-level escalations and exceptions in real-time.
• Monitor Service Level Agreements (SLA) for exceptions & escalate unscheduled work orders that exceed 48 hours to ensure timely resolution.
• Process Service Provider Giveback requests and reinstate canceled service calls as needed (scheduling functions)
• Identify, source, and coordinate backup Service Providers to avoid service delays.
• Contribute to aged work order completion by ensuring associated invoices are processed through to settlement.
• Act as a consultative partner for Service Provider capacity challenges and flag trends to the Service Operations Manager (SOM)
• Support Service Providers with business process execution incl. Thirsty platform functionality, including work order and invoice navigation.
• Enter Help Tickets for system issues and track resolution progress.
• Keep operational contact and shipping information up to date to ensure seamless communication and support.
• Manage disputed invoice corrections and Service Provider rate overrides.
• Investigate & resolve financial exceptions, including Repeat Visits, Warranties, and Dealer Pay adjustments.
• Follow up on outstanding settlement issues and act as a subject matter expert for escalation resolution.
• Accurately enter fountain insurance claims into internal systems.

Requirements

• Strong communication and problem-solving skills with the ability to manage urgent escalations.
• 1-2 years’ experience with workflow systems and service platforms; familiarity with tools like Salesforce/Thirsty and CONA are a plus.
• Associate's degree or equivalent experience preferred
• Comfortable working with financial data, invoice discrepancies, and rate structures.
• Highly organized and detail-oriented with the ability to manage multiple priorities under tight deadlines.

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.
• We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference.
• We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves.
• We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve.
• We believe that our culture is one of the reasons our company continues to thrive after 130+ years.
• We believe a diverse, equitable and inclusive workplace makes us a stronger and more innovative company.
• This includes supporting the financial and personal well-being of our employees.
• We empower each and every one of our employees across the globe to prioritize their career development by building capabilities, developing new skills, and leaning into new experiences.

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