Specialist II, Contact Center, GBS People Solutions

Specialist II, Contact Center, GBS People Solutions

  • Location CHARLOTTE, NC
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Full Time
  • Position Type Hourly
  • Requisition 1080783BR

What you'll do at

Essential Functions An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.
Provides customer service by responding to and resolving customer questions and issues; clarifying information and processing documents to customers; creating document tracking requests for customer inquiries; routing issues to correct department for resolution; retrieving documentation for internal and external customer requests; and updating management team about significant customer issues.
Contributes to quality control by reviewing documentation for accuracy and adherence to Walmart business rules; adhering to all legal and regulatory requirements to ensure compliance; notifying management of quality issues or concerns; and sharing process improvement recommendations.
Supports document processing and data management by retrieving information activity from various systems; recording and ensuring data accuracy; entering data for benefits, recruiting, Time & Attendance, data administration; copying, organizing, and storing documents and reports; verifying customer information in systems; identifying priorities, deadlines, and expectations; and escalating expectations and recommendations when necessary.
Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.
Completes 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.
Competencies An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position.
Customer/Member Centered: Serve the Customer/Member - Shows care and concern when serving our customers/members. Asks questions in order to understand customer/member needs. Uses policies and information in order to exceed customer/member expectations. Finds and uses the right resources (people, products, tools) at the right time in order to resolve customer/member requests.
Judgment: Make Effective Choices - Uses policies, procedures, and/or guides to make good choices. Uses data and facts in order to make day-to-day decisions and involves others as needed. Recognizes what might be a problem and informs those who can correct it.
Planning and Improvement: Plan for and Improve Work - Accepts responsibility and meets expectations for own work. Identifies steps needed in order to carry out work as required.
Influence and Communicate: Share Information - Listens to others and asks questions to learn about what is needed. Communicates the right information to associates and leaders when they need it. Communicates in a respectful and professional manner.
Execution and Results: Get Results - Makes sure work is done correctly. Works on top priorities first. Makes a consistent effort to get results. Meets deadlines. Takes action in order to solve problems so work can be completed in a timely manner.
Ethics and Compliance: Perform to Ethical Standards - Follows company policies and procedures (for example, the Ten Foot Rule). Shows integrity and ethical behavior in all work situations. Reports ethical and compliance issues promptly.
Adaptability: Adapt - Adapts to changing work demands. Stays focused on own work when faced with change or difficulties. Stays open to and learns from assignments and feedback.

Preferred Qualifications

  • Fluent in both written and spoken Spanish.

About Sam's Club

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, opening more than 600 clubs in the U.S. and 100 clubs internationally. By offering affordable, wholesale merchandise to members, Sam's Club helps make saving simple for families and small business owners.

Sam's Club employs about 110,000 associates in the U.S. The average club is 134,000 square feet and offers bulk groceries and general merchandise. Most clubs also have specialty services, such as a pharmacy, an optical department, a photo center, or a tire and battery center.

All the benefits you need for you and your family

  • Multiple health plan options
  • Vision & dental plans for you & dependents
  • Associate discounts in-store and online
  • Financial benefits including 401(k), stock purchase plans and more
  • Education assistance for Associate and dependents

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