Resolution Coordinator

To continue prioritizing the health and safety of our associates, Walmart will require all market, regional and divisional associates who work in multiple facilities and all campus office associates to be fully vaccinated against COVID-19 by their first day of employment. We realize there may be some associates who cannot get vaccinated because of medical issues or due to sincerely held religious beliefs, and we have policies and procedures to address those situations.

This job requires you to be vaccinated or get an approved accommodation because of medical issues or due to a sincerely held religious belief. Are you comfortable moving forward?

• 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 able to listen to customers, understands, processes, and prioritizes customer needs, then provides solutions. Demonstrates an ability to speak, write, and present clearly. Seeks help to understand company protocols for communicating with different types of customers. Applies the concept of customer analysis to deliver relevant communications.
• 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 life cycles. To be able 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 carry out responsibilities with minimal guidance, uses fact-finding techniques and diagnostic tools to identify and break down business problems related to contact center operations. Suggests alternative approaches/solutions based on internal and external benchmarking. Communicates horizontally and vertically within the contact center to investigate and solve contact center issues. Anticipates roadblocks and generates creative workarounds.
• 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 the 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 service. Informs customers of promotions, offers, and discounts.
• 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. To be able to gather and interpret data, information, and content in a digital environment. Reviewâs data across contact center systems to ensure completeness and performs data quality checks. Analyzes and create reports using existing models/templates and leverages technology to execute transactional activities for the contact center. Applies visualization techniques and tools for effective representation of data to stakeholders. Seeks appropriate technology for automation purposes. Identifies opportunities for improving the contact centerâs data-driven decision-making.
• Develops, communicates, and implements processes and practices to meet business needs by collaborating with managers, co-workers, customers, and other business partners; analyzing and applying information from multiple sources; monitoring progress and results; and identifying and addressing improvement opportunities.
• Demonstrates, promotes, and supports compliance with company policies, procedures, and standards of ethics and integrity by explaining, guiding, and demonstrating how to apply these in executing business processes and practices; implementing related action plans; using the Open Door Policy; and assisting management with correcting ethical and compliance issues and problems.
• Leads and participates in teams by using and sharing resources, information, and tools; determining customer needs and business priorities; coordinating and executing work assignments; providing advice, feedback, and support to ensure timelines and work quality are achieved; and modeling and helping others with how to adapt to change or new challenges.

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• 8 hour shift
• Holidays
• Monday to Friday
• Weekend availability

Experience:

• Customer Support & Client Services Occupations: 1 year (Required)

Work Location: One location