Resolution Coordinator, Contact Center
Job Description:
- Implement company policies, procedures, standards of ethics, and related action plans using the Open Door Policy
- Complete work assignments and priorities by collaborating with managers, coworkers, customers, and business partners
- Identify priorities, deadlines, and expectations; carry out tasks; and communicate progress and information
- Listen to customers, understand processes, prioritize customer needs, and provide solutions
- Support customers with live contact-related questions, restricted account actions, concessions, approvals, and operational support
- Research customer issues and document routine workflows, resource requirements, dependencies, and criticalities
- Monitor incoming requests and respond to specialty processes, escalated issues, and support requests
- Escalate systemic issues using available tools such as Gemba Leadership and JIRA
- Identify and break down business problems related to contact center operations using fact-finding techniques and diagnostic tools
- Suggest alternative approaches and solutions based on internal and external benchmarking
- Communicate horizontally and vertically within the contact center to investigate and solve issues
- Anticipate roadblocks and generate creative workarounds
- Implement process improvement plans and escalate existing issues
- Identify opportunities and recommend improvements based on customer feedback and trend analysis
- Review key metrics with guidance to support root cause identification and create solutions
- Describe Walmart products and services, their functions, features, capabilities, and customer use cases
- Inform customers of promotions, offers, and discounts
- Collaborate with team members and business partners to achieve objectives
- Support continuous improvements and adopt new digital tools and ways of working
Requirements:
- Knowledge of principles and techniques of customer communication
- Knowledge of business communication styles and techniques across different interaction channels
- Ability to listen to customers, understand processes, prioritize customer needs, and provide solutions
- Ability to speak, write, and present clearly
- Ability to understand company communication protocols for different types of customers
- Knowledge of customer care service operations
- Knowledge of ticketing systems and tools used to handle customer requests
- Knowledge of escalation matrices and customer request process lifecycles
- Ability to provide accurate and timely customer service using quality guidelines and resources
- Knowledge of problem-solving methodologies and tools
- Fact-finding techniques and diagnostic tools for contact center operations
- Knowledge of customer service practices, standard operating procedures, and defined processes
- Knowledge of standard reporting tools and techniques, performance metrics, industry trends, and process improvement techniques
- Knowledge of Walmart products and services
- Basic computer processing/data entry software
- No minimum qualifications are listed.
Benefits:
- No benefits, perks, or compensation extras are specified in the posting.