(USA) Health & Wellness, Contact Center Specialist

(USA) Health & Wellness, Contact Center Specialist

  • Location PHOENIX, AZ
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Regular/Permanent
  • Position Type Hourly
  • Requisition WD1156162

What you'll do at

Position Summary...

What you'll do...

Responds to incoming specialty process or tier 3 escalated issues and support requests by monitoring incoming requests ; independently researching root cause of complex issues that impact operations and determining resolution ; providing direction for handling sensitive contacts; understanding the training needs by monitoring team's responses; partnering with cross functional key stakeholders to support corporate resolution or action plan; determining concerns to escalate to proper departmental leadership for resolution as needed; communicating large-scale issues to the team members to expedite responses for future calls; maintaining issue and resolution data for root cause analysis and future resolution improvement; and providing support on development of field communication and knowledge content to mitigate contacts.

Analyzes and interprets customer and associate feedback by understanding the data trends; monitoring key performance reports (including listening to some calls), root causes of escalations, and trends; and synthesizing, formatting, and compiling the required data into specialist service and feedback reports and sharing with senior leaders.

Implements process improvement plans by driving the improvement of existing processes and escalating existing issues; and recommends improvements basis customer feedback and trend analysis.

Coaches team members by providing feedback to enhance skills; providing recognition for success; providing guidance on process operations and implementation plans; developing the team through their weekly plans; making recommendations for additional training; and coaching, mentoring, and developing other associates with or without managerial supervision based on requirements by management.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.

Live our Values: Culture Champion - Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart's commitment to communities, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.

Live our Values: Servant Leadership - Is consistently humble, self-aware, honest, and transparent.

Embrace Change: Curiosity & Courage - Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.

Embrace Change: Digital Transformation & Change - Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

Deliver for the Customer: Customer Focus - Delivers results while putting the customer first and applying an omnimerchant mindset and the EDLP and EDLC business models to all plans.

Deliver for the Customer: Strategic Thinking - Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.

Focus on our Associates: Diversity, Equity & Inclusion - Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.

Focus on our Associates: Collaboration & Influence - Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact to a range of audiences; and demonstrates energy and positivity for own work.

Focus on our Associates: Talent Management - Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others' contributions and accomplishments.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

2 years’ experience in retail, contact center operations, or a related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Supervisory experience

Bachelors: Business, Bachelors: Communication, Bachelors: Counseling, Bachelors: Psychology

Primary Location...

6910 E Chauncey Ln, Phoenix, AZ 85054, United States of America

About Walmart

At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainability—and everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industries—all while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?

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, abilities, ideas and opinions- while being inclusive of all people.

All the benefits you need for you and your family

  • Multiple health plan options, including vision & dental plans for you & dependents
  • Financial benefits including 401(k), stock purchase plans, life insurance and more
  • Associate discounts in-store and online
  • Education assistance for Associate and dependents
  • Parental Leave
  • Pay during military service
  • Paid Time off - to include vacation, sick, parental
  • Short-term and long-term disability for when you can't work because of injury, illness, or childbirth

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific plan or program terms. For information about benefits and eligibility, see One.Walmart.com/Benefits.

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