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(Bilingual - Spanish/English) Resolution Specialist, Customer Escalations, Contact Center



Customer Service
Bentonville, AR, USA
Posted on Saturday, June 1, 2024

Position Summary...

What you'll do...

Requires knowledge of data collection modes, techniques, and tools. Data analytics and visualization tools and techniques. Existing and upcoming digital applications and other systems used in the contact center. Technology innovation trends and industry benchmarks. Data governance as it relates to data quality, metadata, and data lineage. Data science techniques and applications in the contact center environment. Requires knowledge of principles and techniques of customer communication .Application and allocation of business communication styles/techniques . Communication styles/norms through different interaction channels. To be able to listen to customers, understands, processes, and prioritizes customer needs, then provides solutions. Adapts listening and facilitation styles to customer communication styles.. Owns customer and associate needs in the contact center. Uses various communication mediums . Analyzes customer issues to understand customer perspectives and communicates accordingly. Confirms customer understanding by restating customer concerns or problem statements. Requires knowledge of day-to-day 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, utilizing quality guidelines and resources, and partnering with stakeholders as needed. Supports customers with live contact-related questions, restricted account actions, 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 problem-solving methodologies and tools. Precedence and use cases for business problems . Barriers to effective problem solving (for example, confirmation bias, mental set, functional fixedness, groupthink, paradigm blindness). To be able to use fact-finding techniques and diagnostic tools to identify and break down business problems related to contact center operations. Suggests multiple alternatives approaches/solutions for contact center issues based on internal and external benchmarking. Understands the perspectives of each involved stakeholder to drive resolutions for the contact center. Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions. Requires knowledge of customer service practices. Standard operating procedures and defined processes. Standard reporting tools and techniques. Performance metrics. Industry trends. Process improvement techniques.To be able to carry responsibilities with guidance, implements process improvement plans by driving the improvement of existing contact center processes and escalating existing issues. Supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis. With guidance, reviews key metrics to support root cause identification and create solutions. Requires knowledge of features of products and services offered by Walmart. Utility of the products offered to customers. Product and service substitutes. To be able to describes how Walmart products and services fit within the organization. Identifies how customers use the products and services offered by Walmart. Identifies Walmart's flagship products and services. Describes the major functions, features, and capabilities of products and services. Informs customers of promotions, offers, and discounts. 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. 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 mission, values, and 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. Live our Values Culture Champion • Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance. 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. 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. 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. 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. 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. 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!

- Health benefits include medical, vision and dental coverage

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

- 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.

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

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

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.

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.

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

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

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

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.

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.

In retail, contact center operations, or a related area

Primary Location...

2100 Se 5Th St., Bentonville, AR 72716-0000, United States of America