Resolution Specialist, Contact Center

Walmart•Bentonville, AR

1d•$19 - $35•Onsite

About The Position

The Resolution Specialist, Contact Center manages customer and associate interactions, using communication, diagnostic, and problem-solving skills to understand concerns and provide accurate solutions. The role uses ticketing systems, escalation protocols, contact center reports, and data analytics to track requests, monitor performance, identify trends, and recommend improvements to customer experience and operational efficiency. The specialist supports daily contact center operations, including staffing plans and resource management during peak or lean-staffing periods. The role collaborates across teams to investigate and resolve issues, supports process improvement initiatives, and helps ensure consistent service in accordance with company policies and standards. It also involves reviewing data quality, creating reports and visualizations, identifying automation opportunities, and communicating Walmart product and service information to customers. The position is part of Walmart People Services Contact Center, which supports associates across multiple channels and emphasizes accurate, responsive, professional, and solution-oriented service. The role is based in Bentonville, Arkansas. The hourly wage range is $19.00–$35.00, with possible premiums depending on schedule, facility, season, or work performed.

Requirements

At least 6 months of experience in retail, contact center operations, or a related area.
At least 1 year of experience with basic computer processing or data-entry software.
Strong customer service and communication skills, including the ability to adapt to different customer communication styles and channels.
Ability to manage inbound calls and resolve complex customer issues effectively.
Ability to analyze and interpret performance metrics and reports to support operational improvements.
Knowledge of contact center operations, ticketing systems, escalation processes, and customer request lifecycles.
Knowledge of problem-solving methodologies and diagnostic tools to identify and break down business problems.
Ability to carry out responsibilities with minimal guidance and suggest alternative approaches to contact center issues.
Knowledge of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement techniques.
Ability to gather, interpret, and analyze data; perform data quality checks; and communicate findings using reports and visualization tools.
Ability to listen attentively, understand and prioritize customer needs, confirm understanding of concerns, and provide solutions.
Ability to collaborate with teams and stakeholders, adapt to changing demands, and support continuous improvement.

Nice To Haves

Fluency in a language other than English, such as Spanish or Mandarin, based on business and customer needs.
Experience in retail, contact center operations, or a related area.

Responsibilities

Manage inbound customer interactions and apply effective communication techniques to understand and resolve issues promptly.
Analyze customer concerns using diagnostic tools and problem-solving methodologies to provide accurate solutions.
Use ticketing systems and escalation protocols to address and track customer requests.
Monitor contact center performance metrics and reports, identify trends, and recommend process improvements.
Support daily contact center operations, including staffing adjustments and resource management during peak or lean-staffing periods.
Interpret service-level and performance reports and make operational adjustments as needed.
Escalate systemic issues using available tools and channels.
Collaborate with internal teams and stakeholders to implement service enhancements and resolve systemic issues.
Review data across contact center systems for completeness, perform data quality checks, and create reports using existing models and templates.
Use data analytics and visualization tools to provide insights to stakeholders and improve customer experience and operational efficiency.
Identify opportunities to use technology and automation to improve contact center operations and data-driven decision-making.
Support process improvement plans, identify opportunities from customer feedback and trend analysis, and help determine root causes and solutions.
Communicate information about Walmart products, services, features, promotions, offers, and discounts to customers.
Build relationships and partnerships, communicate across organizational levels, and support implementation of business solutions.
Model compliance with company policies, procedures, ethics, and values.

Benefits

Medical, vision, and dental coverage.
401(k).
Stock purchase benefits.
Company-paid life insurance.
Paid time off, including sick leave, and PTO/PPTO that may be used for vacation, sick leave, holidays, or other purposes.
Parental leave and family care leave.
Bereavement, jury duty, and voting leave.
Short-term and long-term disability.
Company discounts.
Military Leave Pay.
Adoption and surrogacy expense reimbursement.
Live Better U, a Walmart-paid education benefit program for eligible full-time and part-time associates, covering tuition, books, and fees for programs ranging from high school completion to bachelor's degrees, English Language Learning, and short-form certificates.
Performance-based bonus awards.
Premium pay may be available in specific circumstances.