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Resolution Specialist I, Contact Center Operations

Company: Walmart
Location: Springdale
Posted on: December 4, 2019

Job Description:

Skills - Customer Service Position Summary... 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 ress improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; anding these in executing business processes and practices. 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

Keywords: Walmart, Springdale , Resolution Specialist I, Contact Center Operations, Other , Springdale, Arkansas

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