Call Center Representative

• Implement company policies, procedures, ethics standards, and related action plans
• Complete work assignments by prioritizing tasks, collaborating with managers, coworkers, customers, and business partners, communicating progress, and adapting to change
• Communicate clearly with customers across different channels and provide relevant solutions
• Provide customer service for live contact questions, restricted account actions, concessions, approvals, operational support, escalated issues, and support requests
• Monitor incoming requests, document workflows, conduct research, and escalate systemic issues using tools such as Gemba Leadership and JIRA
• Apply fact-finding and diagnostic techniques to identify and solve contact center operational problems
• Recommend alternative solutions using internal and external benchmarking and investigate issues across the contact center
• Implement contact center process improvement plans, analyze customer feedback and trends, and use key metrics for root-cause identification
• Explain Walmart products and services, identify how customers use them, and inform customers about promotions, offers, and discounts
• Foster respect, inclusion, belonging, integrity, compliance, collaboration, coaching, mentoring, continuous improvement, and customer-first service

Resolution Coordinator, Contact Center

• Encourage and promote excellent customer service
• Assist and support agents with technology, professional communication, and career development
• Build rapport within the team and uphold service-level metrics
• Conduct team meetings and one-on-ones with associates
• Monitor team metrics and assist with coaching to optimize results
• Analyze volume spikes and other outlier issues
• Encourage team support and engagement
• Partner with peers to build and maintain business goals
• Improve customer experience through cross-functional optimization of planning, staffing, performance management, quality, and training
• Lead daily team activities impacting customer experience
• Coach poor performers and inspire top performers
• Identify customer improvement opportunities and turn them into impactful actions
• Monitor customer experience and lead the team toward success across all metrics
• Manage daily work volumes and transactions in accordance with policies and deadlines

Team Leader, Contact Center

• Handle a high volume of incoming calls, chats, and emails from customers, stores, and associates
• Navigate multiple systems to answer questions and resolve issues
• Communicate professionally and conversationally while using available resources to ensure customer satisfaction
• Review, analyze, and process critical customer queries accurately
• Adhere to quality, compliance guidelines, and SLAs
• Switch between phone, chat, and email support channels according to business requirements
• Work in a 24/7 environment with rotating weekly time off and assigned shifts

• Implement action plans using the Open Door Policy and company policies, procedures, and standards of ethics and integrity
• Complete work assignments and priorities using policies, data, and resources
• Collaborate with managers, coworkers, customers, and business partners
• Provide customer service for live contact-related questions, restricted account actions, concessions, approvals, and operational support
• Research 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 tools such as Gemba Leadership and JIRA
• Identify and break down contact center business problems and recommend alternative solutions
• Communicate across the contact center to investigate and solve issues
• Anticipate roadblocks and generate creative workarounds
• Implement process improvement plans and support root-cause identification using key metrics
• Identify opportunities and recommend improvements based on customer feedback and trend analysis
• Explain how Walmart products and services fit within the organization and how customers use them
• Inform customers about promotions, offers, and discounts
• Promote respect, integrity, customer focus, continuous improvement, and collaboration

• Handle a high volume of incoming calls, chats, and emails from customers, stores, and associates
• Navigate multiple systems to answer questions and resolve issues
• Communicate professionally in a conversational manner
• Use available resources to ensure customer satisfaction
• Review, analyze, and process critical customer queries accurately
• Adhere to quality, compliance guidelines, and SLAs
• Switch between phone, chat, and email support channels based on business requirements
• Complete mandatory training

• Take a high volume of incoming calls, chats, and emails from customers, stores, and associates
• Navigate multiple systems to answer questions and resolve issues
• Communicate professionally and conversationally while using available resources to ensure customer satisfaction
• Switch between phone, chat, and email support channels based on business requirements
• Review, analyze, and process critical customer queries accurately
• Adhere to quality, compliance guidelines and SLAs
• Work in a 24/7 environment with rotating weekly time off and assigned shifts

• Handle a high volume of incoming calls, chats, and emails from customers, stores, and associates
• Navigate multiple systems to answer questions and resolve issues
• Communicate professionally and conversationally while using available resources to ensure customer satisfaction
• Provide best-in-class customer service and exceed customer expectations
• Review, analyze, and process critical customer queries with accuracy
• Adhere to quality, compliance guidelines, and SLAs
• Switch between phone, chat, and email support channels based on business requirements
• Work in a 24/7 contact center environment with rotational shifts and weekly time off

Senior Resolution Coordinator, Contact Center

• Implement company policies, procedures, ethics standards, and related action plans
• Complete work assignments and priorities using policies, data, and resources
• Collaborate with managers, coworkers, customers, and business partners
• Communicate progress, information, priorities, deadlines, and expectations
• Provide customer service through accurate and timely information and stakeholder partnership
• Support customers with live contact-related questions, restricted account actions, concessions, approvals, and operational support
• Research customer requests and document 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
• Investigate and solve contact center issues using fact-finding techniques and diagnostic tools
• Suggest alternative solutions using internal and external benchmarking
• Anticipate roadblocks and generate creative workarounds
• Implement process improvement plans and escalate existing issues
• Identify improvement opportunities using customer feedback and trend analysis
• Review key metrics to support root-cause identification and create solutions
• Explain Walmart products and services, including features, functions, promotions, offers, and discounts
• Demonstrate respect, integrity, customer focus, continuous improvement, collaboration, and accountability

• Handle a high volume of incoming calls, chats, and emails from customers, stores, and associates
• Navigate multiple systems to answer questions and resolve issues
• Communicate professionally in a conversational manner
• Use available resources to ensure customer satisfaction
• Switch between phone, chat, and email support channels based on business requirements
• Review, analyze, and process critical customer queries accurately
• Adhere to quality, compliance guidelines, and SLAs
• Take continuous voice calls in a high-volume contact center environment

• Handle a high volume of incoming calls, chats, and emails from customers, stores, and associates
• Navigate multiple systems to answer questions and resolve issues
• Communicate professionally in a conversational manner
• Use available resources to ensure customer satisfaction
• Switch between phone, chat, and email channels according to business requirements
• Review, analyze, and process critical customer queries accurately
• Adhere to quality, compliance, and SLA guidelines
• Take continuous voice calls in a high-volume contact center
• Work in a 24/7 operation with rotating weekly time off and assigned shifts