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.
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