Resolution Specialist, Customer Escalations, Contact Center
About The Position
The Resolution Specialist, Customer Escalations, Contact Center, manages and resolves complex customer and associate issues using effective communication and problem-solving techniques. The role analyzes customer concerns, collaborates with stakeholders, and uses data-driven insights to improve service quality and operational efficiency. It supports continuous improvement initiatives, ensures adherence to company policies, and works toward timely, accurate resolutions of escalated inquiries. Strong interpersonal skills and contact center proficiency are important to delivering exceptional customer experiences and supporting business objectives. The position is part of Sam’s Club’s Executive Escalations team, which handles complex member concerns with urgency, empathy, and accountability. The team collaborates across functions to identify root causes, implement lasting solutions, and improve processes while protecting member trust. The hourly wage range is $19.00–$35.00. Additional premiums of $0.35–$3.00 per hour may be paid in specific circumstances, based on schedule, facility, season, or work performed. Performance-based bonus awards may also be offered.
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/data entry software.
- Proven expertise in customer service and effective communication across multiple interaction channels.
- Strong problem-solving skills, including the ability to conduct root cause analysis and apply fact-finding techniques.
- Experience handling inbound calls and managing escalated customer issues in contact center environments.
- Proficiency in ticketing systems, escalation matrices, and data entry tools to document and resolve requests.
- Ability to analyze key performance indicators and contact center metrics to identify improvement opportunities.
- Collaborative approach to working with stakeholders and supporting process enhancements and change management initiatives.
- Commitment to quality standards and adherence to operational policies and procedures.
Nice To Haves
- Basic computer processing/data entry software experience.
- Experience in retail, contact center operations, or a related area.
Responsibilities
- Resolve escalated customer and associate issues by analyzing concerns and providing timely, accurate solutions.
- Communicate across multiple channels, adapting communication style to customer needs and ensuring understanding.
- Use ticketing systems and escalation matrices to manage and document customer requests and process lifecycles.
- Collaborate with stakeholders to implement process improvements and monitor key performance indicators.
- Conduct root cause analysis to identify trends and recommend operational enhancements.
- Support change management initiatives and contribute to quality assurance through audits and data analysis.
- Maintain compliance with company policies and uphold high standards of integrity and professionalism.
Benefits
- Medical, vision, and dental coverage.
- 401(k).
- Stock purchase plan.
- Company-paid life insurance.
- Paid time off (PTO and/or PPTO).
- Parental leave.
- Family care leave.
- Bereavement leave.
- Jury duty leave.
- Voting leave.
- Short-term and long-term disability.
- Company discounts.
- Military Leave Pay.
- Adoption and surrogacy expense reimbursement.
- Company-paid Live Better U education program, including eligible programs from high school completion through bachelor's degrees, English Language Learning, and short-form certificates.
- Performance-based bonus awards.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
