Resolution Specialist II, Contact Center

Job Description

The Resolution Specialist II is a remote position requiring availability for afternoon/evening shift that will include a Saturday OR a Sunday each week.

Requirements for Working Remotely:

• Must have an internet connection suitable for business.
• Desire to learn skills to successfully work from home.
• Ability to maintain a work environment that is free from non-work related activities, distractions, or any other type of interruption that may adversely impact the ability to conduct company business during scheduled working hours
• Designated, quiet working area that provides privacy for member information.

What you’ll do:

• Resolve complex contact issues for stores, associates, and high-impact customers by researching issues and resolution options; determining appropriate resolution; providing information to customers and associates; utilizing program quality guidelines and program resources; authorizing customer compensation to achieve customer satisfaction with issue resolution; and partnering with key stakeholders (for example, Walmart.com, Merchandising, Operations, Legal) as required to resolve issues.

• Enhance engagement of and collects feedback from stores, associates, and high-impact customers by researching and resolving ongoing issues; following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering and recording customer satisfaction survey ratings.

• Identify root cause solutions contact issues by asking probing questions in order to understand the issue; documenting customer and associate concerns and feedback; researching issues; identifying and communicating data trends to multiple departments (for example, Merchandising, Operations, Public Relations); and implementing resolutions.

• Support and advise entry-level contact center resolution specialists by responding to escalated contacts; researching issues as necessary; and providing resolution.
• Complete work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.

Preferred Qualifications:

• Tech savvy with the aptitude to quickly learn and apply new software skills
• Ability to work with limited supervision
• Previous contact center experience
• Ability to deliver best in class customer service

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.

Benefits & Perks

Beyond competitive pay, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.

Equal Opportunity Employer

Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

Who We Are

Sam Walton opened the first Sam's Club in 1983 to meet a growing need among customers who wanted to buy merchandise in bulk. Since then, Sam's Club has grown rapidly, operating almost 600 clubs in the US. By offering affordable, wholesale merchandise to members, Sam's Club helps make saving simple for families and small business owners.

Job Type: Full-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Paid training
• Tuition reimbursement
• Vision insurance
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Required)

Work Location: One location