Resolution Specialist, Customer Escalations, Contact Center

About the role

Position Summary... What you'll do... Qualification: - Minimum of 6 months to 1 year Contact Center or Customer Service experience - Please note, this position requires availability from 7:00 AM - 11:00 PM CST, 7 days a week. - De-escalation skills, highly preferred Requires knowledge of principles and techniques of customer communication, Application and allocation of business communication styles techniques. Communication styles norms through different interaction channels. Listen to customers understand processes and prioritize customer needs then provides solutions. Adapts listening and facilitation styles to customer communication styles. Takes responsibility for resolving customer and associate issues that arise as a result of contacts managed within the specific line of business. 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 or associates utilizing quality guidelines and resources and partnering with stakeholders as needed. Supports customers and associates with live contact related questions process restricted account actions per policy provide 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 methods and tools. Can use factfinding techniques and tools to identify and break down business problems related to contact center operations. Suggests alternative approaches solutions for contact center issues based on internal and possibly external benchmarking. Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions. Provides support andor helps facilitate the execution of business solutions by building relationships and partnerships with essential stakeholders identifying business needs implementing processes and practices monitoring progress and results recognizing and capitalizing on improvement opportunities and adapting to competing demands organizational changes and new responsibilities. Requires knowledge of customer service practices standard operating procedures and defined processes. Familiar with standard reporting tools performance metrics industry trends and process improvement techniques Implements process improvement plans driving the improvement of contact center processes escalating issues as needed and reviewing key metrics to identify root causes and develop solutions with guidance. Support the identification of improvement opportunities based on customer feedback trend analysis and provide recommendations. Requires knowledge of features of products and services offered by Walmart Utility of the products offered to customers. Identifies how customers use the products and services offered by Walmart. Identifies Walmarts flagship products and services associated with their line of business and describe their major functions features and capabilities. Requires understanding of contact center data metrics and tools for trend analysis including performance indicators like average handle time and customer satisfaction scores. Proficiency in software and technology for data collection and analysis is necessary to provide datadriven recommendations for improving efficiency and customer satisfaction. Staying updated on advancements and best practices in contact center reporting is essential to offer valuable insights and recommendations to team leaders and stakeholders. Change Management Conducts initial analysis to determine the effects of a change on the relevant stakeholders and business groups. Occasionally assumes leadership andor ensures successful implementation. Collaborates with managers category teams and other change leaders to contribute insights regarding the change approach strategy and plan Collaboration. Works closely with leadership leveraging existing knowledge and skills to improve the quality of work via the auditing process. Offers insightful guidance to colleagues on effective application of information and best practices Supports the team in fulfilling customer and business needs while fostering an understanding and acceptance of perspectives and justifications. Regularly checks in with leadership and conducts quality audits of associate performance. Cooperates with crossdepartmental teams throughout the organization to guarante

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