Walmart Courtesy Posting-Resolution Specialist I (Manpower Transition) in BENTONVILLE, Arkansas
861795BRReq ID:861795BRCompany Summary:Wal-Mart Stores, Inc. (NYSE: WMT) serves customers and members more than 208 million times per week at more than 8,600 retail units under 59 different banners in 15 countries. With fiscal year 2010 sales of $405 billion, Wal-Mart employs more than 2 million associates worldwide.Job Title:Courtesy Posting-Resolution Specialist I (Manpower Transition)Employment Type:Full TimeCity:BENTONVILLEState:ARPosition Description:Resolves complex contact issues for stores, associates, and high impact customers by researching issues and resolution options; determining
appropriate resolution; providing information to customers and associates; utilizing program quality guidelines and program resources; authorizing
customer compensation to achieve customer satisfaction with issue resolution; and partnering with key stakeholders (for example, Walmart.com,
Merchandising, Operations, Legal) as required to resolve issues.
Enhances engagement of and collects feedback from stores, associates, and high impact customers 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.
Identifies root cause solutions contact issues by asking probing questions in order to understand the issue; documenting customer and associate
concerns and feedback; researching issues; identifying and communicating data trends to multiple departments (for example, Merchandising,
Operations, Public Relations); and implementing resolutions.
Supports and advises entry-level contact center resolution specialists by responding to escalated contacts; researching issues as necessary; and
Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy;
and applying these in executing business processes and practices.
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 address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.Minimum Qualifications:6 month’s experience addressing and responding to customer requests in a contact center or retail industry.Additional Preferred Qualifications:1 year’s experience addressing and responding to customer requests in a contact center or retail industry.Category:Customer Service and Call Center Hourly/Salary:HourlyShift:0Requisition Template:Home Office