Resolution Specialist, Customer Escalations
- Location BENTONVILLE, AR
- Career Area Business Operations
- Job Function Business Services
- Employment Type Regular/Permanent
- Position Type Hourly
- Requisition WD1777714
What you'll do at 
Position Summary...
What you'll do...
We are currently looking for candidates located in Arkansas & Texas.
If you are not currently located in one of the identified states, your application will not be considered for this position. Please review other positions on the Career Portal that interest you.
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.
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.
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).Suggests multiple alternatives approaches/solutions for contact center issues based on internal and external benchmarking
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.
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.
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.
You will impress us if you have...
- 6 months experience in de-escalating highly escalated and sensitive customer issues
- Ability to multitask difficult situations
- Technical capabilities/basic internet laptop troubleshooting
- The ability to adapt to changes without notice
- Open availability (Mornings, Mid, Evenings and Weekends) availability upon hire is a must
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...
508 Sw 8Th St, Bentonville, AR 72712, United States of America
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.
Sam’s Club 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.
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Crystal Bridges Museum
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Walton Arts Center
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The Amazeum
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All the benefits you need for you and your family
- Multiple health plan options, including vision & dental plans for you & dependents
- Free Membership and discounts in fresh produce
- Financial benefits including 401(k), stock purchase plans, life insurance and more
- Paid education assistance with college degrees through our Live Better U program
- Parental Leave
- Pay during military service
- Paid time off - to include vacation, sick leave and parental leave
- 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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