Resolution Specialist, Customer Escalations, Contact Center

Sam's Club • Bentonville, AR

149d • $19 - $35

About The Position

This position requires availability from 7:00 AM - 11:00 PM CST, 7 days a week. The role involves applying principles and techniques of customer communication, adapting to various communication styles, and prioritizing customer needs to provide effective solutions. Responsibilities include resolving customer and associate issues, analyzing customer perspectives, and confirming understanding of concerns. The position also requires knowledge of customer care service operations, ticketing systems, and escalation processes. The individual will support customers and associates with inquiries, document workflows, and respond to escalated issues. Additionally, the role involves collaborating with stakeholders to implement business solutions, conducting quality audits, and ensuring compliance with company policies and standards.

Requirements

• 6 months' experience in retail, contact center operations, or a related area.
• 1 year of experience with basic computer processing/data entry software.

Nice To Haves

• Experience in retail or contact center operations.

Responsibilities

• Listen to customers to understand processes and prioritize their needs.
• Provide solutions and adapt communication styles to customer preferences.
• Resolve customer and associate issues arising from contacts managed.
• Analyze customer issues and communicate effectively.
• Document routine workflows and resource requirements.
• Respond to incoming specialty processes and escalated issues.
• Collaborate with stakeholders to implement recommended solutions.
• Conduct operational and gap analyses to identify quality opportunities.
• Support the identification of improvement opportunities based on customer feedback.
• Lead and participate in teams to achieve business objectives.

Benefits

• Health benefits including medical, vision, and dental coverage.
• Financial benefits including 401(k), stock purchase, and company-paid life insurance.
• Paid time off benefits including PTO, parental leave, family care leave, and bereavement.
• Short-term and long-term disability benefits.
• Company discounts and Military Leave Pay.
• Adoption and surrogacy expense reimbursement.
• Live Better U education benefit program for associates.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Merchant Wholesalers, Durable Goods
• Education Level: No Education Listed