Resolution Specialist, Customer Escalations
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About The Position
The position requires a comprehensive understanding of data collection modes, techniques, and tools, as well as data analytics and visualization tools. Knowledge of existing and upcoming digital applications used in the contact center, technology innovation trends, and industry benchmarks is essential. The role also involves understanding data governance related to data quality, metadata, and data lineage, along with data science techniques applicable in the contact center environment. The candidate must possess knowledge of customer communication principles and techniques, adapting listening and facilitation styles to customer communication styles. Responsibilities include owning customer and associate needs, analyzing customer issues, and confirming understanding by restating concerns. The role requires familiarity with day-to-day activities in customer care service operations, including ticketing systems, escalation matrices, and customer request process lifecycles. Problem-solving methodologies and tools are crucial, as the candidate will need to identify and break down business problems related to contact center operations. The role involves suggesting alternative solutions based on benchmarking and collaborating with stakeholders to implement recommended solutions. Knowledge of customer service practices, standard operating procedures, and performance metrics is also required, along with the ability to implement process improvement plans based on customer feedback and trend analysis. The candidate should be knowledgeable about Walmart's products and services, their utility, and how they fit within the organization. The role includes providing expert advice and guidance, building relationships with stakeholders, and supporting the implementation of business solutions. The position emphasizes compliance with company policies and values, fostering a culture of integrity, ethics, and social responsibility.
