Resolution Specialist II, Contact Center Operations

Resolution Specialist II, Contact Center Operations

  • Location BENTONVILLE, AR
  • Career Area Customer Service and Call Center
  • Job Function Customer Service and Call Center
  • Employment Type Regular/Permanent
  • Position Type Hourly
  • Requisition WD25198

What you'll do at

Resolves 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. Enhances 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. Identifies 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. Supports and advises entry-level contact center resolution specialists by responding to escalated contacts; researching issues as necessary; and providing resolution. Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Minimum Qualifications: 6 months’ experience addressing and responding to customer requests in a contact center or retail industry. Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Contact Center, Customer Service

Minimum Qualifications

Minimum Qualifications: 6 months’ experience addressing and responding to customer requests in a contact center or retail industry.

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?

Hello, NW Arkansas

With over 200 miles of trails, an emerging locally-sourced food scene, the world-renowned Crystal Bridges Museum—NWA has something for everyone.

Discover NW Arkansas
Northwest Arkansas
NWA Crystal Bridges Museum of American Art

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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