Position Summary...

What you'll do...

Requires knowledge of principles and techniques of customer communication Application and allocation of business communication stylestechniques Communication stylesnorms through different interaction channels Listen to customers understand processes and prioritize customer needs then provides solutions Adapts listening and facilitation styles to customer communication styles Takes responsibility for resolving customer and associate issues that arise as a result of contacts managed within the specific line of business Analyzes customer issues to understand customer perspectives and communicates accordingly Confirms customer understanding by restating customer concerns or problem statements Requires knowledge of daytoday activities performed in customer care service operations Ticketing systems and other tools used to handle customer requests Escalation matrices Customer request process lifecycles To be able to provide customer service by sharing accurate and timely information with customers or associates utilizing quality guidelines and resources and partnering with stakeholders as needed Supports customers and associates with live contactrelated questions process restricted account actions per policy provide concessions approvals and other operational support and performs research as needed Documents routine workflows resource requirements dependencies and criticalities Responds to incoming specialty processes escalated issues and support requests by monitoring incoming requests Escalates systemic issues using available tools for example Gemba Leadership JIRA Requires knowledge of problemsolving methods and tools Can use factfinding techniques and tools to identify and break down business problems related to contact center operations Suggests alternative approachessolutions for contact center issues based on internal and possibly external benchmarking Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions Provides support andor helps facilitate the execution of business solutions by building relationships and partnerships with essential stakeholders identifying business needs implementing processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting to competing demands organizational changes and new responsibilities Requires knowledge of customer service practices standard operating procedures and defined processes Familiar with standard reporting tools performance metrics industry trends and process improvement techniques Implements process improvement plans driving the improvement of contact center processes escalating issues as needed and reviewing key metrics to identify root causes and develop solutions with guidance Support the identification of improvement opportunities based on customer feedback trend analysis and provide recommendations Requires knowledge of features of products and services offered by Walmart Utility of the productss offered to customers Identifies how customers use the products and services offered by Walmart Identifies Walmarts flagship products and services associated with their line of business and describe their major functions features and capabilities Requires understanding of contact center data metrics and tools for trend analysis including performance indicators like average handle time and customer satisfaction scores Proficiency in software and technology for data collection and analysis is necessary to provide datadriven recommendations for improving efficiency and customer satisfaction Staying updated on advancements and best practices in contact center reporting is essential to offer valuable insights and recommendations to team leaders and stakeholders Change Management Conducts initial analysis to determine the effects of a change on the relevant stakeholders and business groups Occasionally assumes leadership andor ensures successful implementation Collaborates with managers category teams and other change leaders to contribute insights regarding the change approach strategy and plan Collaboration Works closely with leadership leveraging existing knowledge and skills to improve the quality of work via the auditing process Offers insightful guidance to colleagues on effective application of information and best practices Supports the team in fulfilling customer and business needs while fostering an understanding and acceptance of diverse perspectives and justifications Regularly checks in with leadership and conducts quality audits of associate performance Cooperates with crossdepartmental teams throughout the organization to guarantee successful business communications Executes operational and gap analyses to identify potential quality or compliance opportunities by managing data collection and aggregation for submission and analysis evaluating quality assurance operational processes identifying and reporting operational regulatory and compliance gaps though data analysis and observation reviewing and overseeing solutions to enhance quality assurance procedures identifying exceptions that impact safety compliance and risk reduction and reviewing standard operating procedures regarding equipment use and calibration procedures Leads and participates in teams by using and sharing resources information and tools determining customer needs and business priorities coordinating and executing work assignments providing advice feedback and support to ensure timelines and work quality are achieved and modeling and helping others with how to adapt to change or new challenges Develops communicates and implements processes and practices to meet business needs by collaborating with managers coworkers customers and other business partners analyzing and applying information from multiple sources monitoring progress and results and identifying and addressing improvement opportunities Demonstrates promotes and supports compliance with company policies procedures and standards of ethics and integrity by explaining guiding and demonstrating how to apply these in executing business processes and practices implementing related action plans using the Open Door Policy and assisting management with correcting ethical and compliance issues and problems Customer Service Problem Solving Communication


Respect the Individual: Demonstrates and encourages respect for others drives a positive associate and customermember experience for all embraces differences in people cultures ideas and experiences supports workplaces where associated feel seen and connected through a culture of belonging so all associates thrive and perform contributes to an environment allowing everyone to bring their best selves to work

Respect the Individual: Demonstrates engagement and commitment to the team developing others through feedback coaching mentoring and developmental opportunities and recognizes others contributions and accomplishments

Respect the Individual: Builds strong and trusting relationships with team members and business partners works collaboratively to achieve objectives communicates with impact and listens attentively to a range of audiences and demonstrates energy and positivity for own work

Act with Integrity: Maintains and promotes the highest standards of integrity ethics and compliance models the Walmart values and leads by example to foster our culture supports Walmarts goal of becoming a regenerative company by making a positive impact for associates customers and the world around us eg creating a sense of belonging eliminating waste participating in local giving

Act with Integrity: Follows the law our code of conduct and company policies and encourages others to do the same supports an environment where associates feel comfortable sharing concerns reinforces our culture of nonretaliation listens to concerns raised by associates and takes action acts with accountability for achieving results in a way that is consistent with our values

Act with Integrity: Is consistently humble selfaware honest and transparent

Serve our Customers and Members Delivers results while putting the customermember first and applying an omnimerchant mindset and acts with an Every Day LowCost mindset to drive value and Every Day Low Prices for customersmembers

Serve our Customers and Members Adopts a broad perspective that considers data analytics customermember insights and different parts of the business when making plans

Strive for Excellence Consistently raises the bar and seeks to improve demonstrates curiosity and a growth mindset seeks feedback asks thoughtful questions supports innovation and intelligent risktaking and exhibits resilience in the face of setbacks

Strive for Excellence Implements and supports continuous improvements and willingly embraces new digital tools and ways of working

At Sam's Club, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet!

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- Health benefits include medical, vision and dental coverage

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- Financial benefits include 401(k), stock purchase and company-paid life insurance

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- Paid time off benefits include PTO, parental leave, family care leave, bereavement, jury duty, and voting. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.

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For information about PTO, see https://one.walmart.com/notices.

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- Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.

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Live Better U is a company paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.

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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 a specific plan or program terms.

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For information about benefits and eligibility, see One.Walmart.

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The hourly wage range for this position is $19.00-$35.00*

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*The actual hourly rate will equal or exceed the required minimum wage applicable to the job location.

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Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met.

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Minimum Qualifications...

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

6 months’ experience in retail, contact center operations, or a related area.
1 years' experience with basic computer processing/data entry software.

Preferred Qualifications...

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

basic computer processing/data entry software, In retail, contact center operations, or a related area

Primary Location...

2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America