Resolution Specialist II, Contact Center Operations

Wal-Mart Bentonville , AR 72716

Posted 1 week ago

Position Summary...

What you'll do...

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

Primary Location...

2100 SE 5TH ST., BENTONVILLE, AR 72716-0000, United States of America

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?

Walmart, Inc. 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, ideas and opinions - while being inclusive of all people.

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

  • Art

Crystal Bridges Museum

Celebrate the American spirit in a setting that unites the beauty of art and the power of nature.

  • Culture

Walton Arts Center

Arkansas' premiere center for visual arts and entertainment.

  • Education

The Amazeum

An interactive children's museum that's fun for the whole family.

  • Commune

Botanical Gardens

42 acres of premiere public garden space.

  • Explore

Devil's Den State Park

Located on 2,500 acres, Devil's Den State Park is the perfect place to explore Arkansas' natural beauty.

  • come together

Fayetteville Square

The best of shopping and restaurants, right in the heart of Fayetteville.

All the benefits you need for you and your family

  • Multiple health plan options, including vision & dental plans for you & dependents

  • Financial benefits including 401(k), stock purchase plans, life insurance and more

  • Associate discounts in-store and online

  • Education assistance for Associate and dependents

  • Parental Leave

  • Pay during military service

  • Paid Time off - to include vacation, sick, parental

  • 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.

Frequently asked questions

  • On average, how long does it take to fill out an application?

On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time.

  • Can I change my application after submitting?

No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button.

  • How do you protect my personal information?

Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart.

  • What are the recommended Internet Browsers for applying for open roles?
  • Internet Explorer 8.0+
  • Firefox 4.0+
  • Safari 4.0+
  • Chrome 12+

See All FAQs

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VIEW JOBS 5/19/2021 12:00:00 AM 2021-08-17T00:00 Position Summary... What you'll do... Resolves customer contact issues by using decision support tools to resolve issues; working with store associates to develop and implement resolutions; implementing appropriate resolution; providing information to customers; utilizing program quality guidelines and program resources; authorizing customer compensation to achieve customer satisfaction with issue resolution; and identifying and escalating high impact issues to senior resolution specialists as necessary. Enhances customer engagement 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. Represents company image to customers by providing professional, courteous customer service; providing accurate and timely information; reviewing and appropriately communicating relevant company policies; remaining poised when faced with difficult interactions; and identifying high-visibility issues and escalating to appropriate corporate business unit (for example, Corporate Security, Legal, Corporate Communications). Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. Customer Care, Customer Service, Retail Industry, Retail Operations 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? Walmart, Inc. 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, ideas and opinions - while being inclusive of all people. 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 * Art Crystal Bridges Museum Celebrate the American spirit in a setting that unites the beauty of art and the power of nature. * Culture Walton Arts Center Arkansas' premiere center for visual arts and entertainment. * Education The Amazeum An interactive children's museum that's fun for the whole family. * Commune Botanical Gardens 42 acres of premiere public garden space. * Explore Devil's Den State Park Located on 2,500 acres, Devil's Den State Park is the perfect place to explore Arkansas' natural beauty. * come together Fayetteville Square The best of shopping and restaurants, right in the heart of Fayetteville. All the benefits you need for you and your family * Multiple health plan options, including vision & dental plans for you & dependents * Financial benefits including 401(k), stock purchase plans, life insurance and more * Associate discounts in-store and online * Education assistance for Associate and dependents * Parental Leave * Pay during military service * Paid Time off - to include vacation, sick, parental * 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. Frequently asked questions * On average, how long does it take to fill out an application? On average, it takes 45-60 minutes to complete your application for the first time. Subsequent applications will take less time to apply as our system saves some of your application information. Please note that some positions require the completion of assessments in order to receive consideration for that role. Those would take additional time. * Can I change my application after submitting? No, you cannot change your application after submitting, so please make sure that everything is finalized before you hit the submit button. * How do you protect my personal information? Processing of information on paper is minimal, and Walmart processes application information using an applicant tracking system (ATS). Access to the data within the ATS is restricted to authorized personnel, and the system itself is held to high security standards by Walmart. * What are the recommended Internet Browsers for applying for open roles? * Internet Explorer 8.0+ * Firefox 4.0+ * Safari 4.0+ * Chrome 12+ See All FAQs Recently viewed jobs Wal-Mart Bentonville AR

Resolution Specialist II, Contact Center Operations

Wal-Mart