Resolution Specialist II, Contact Center

 

• • LOCATION –

• • CAREER AREA Customer Service and Call Center

• • JOB FUNCTION Customer Service and Call Center

• • EMPLOYMENT TYPE Regular/Permanent

• • POSITION TYPE Hourly

• • REQUISITION R-1308989

 

Position Summary…

What you’ll do…

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

This position starts at $15 per hour.

 

Minimum Qualifications…

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

Addressing and responding to customer requests in a contact center or retail industry