Senior Resolution Coordinator, Contact Center
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About The Position
The position involves providing customer service by sharing accurate and timely information with customers, utilizing quality guidelines and resources, and partnering with stakeholders as needed. The role supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support, while performing necessary research. It requires knowledge of customer care service operations, ticketing systems, and escalation matrices. The individual will document routine workflows, respond to incoming specialty processes, and escalate systemic issues using available tools such as Gemba Leadership and JIRA. The position also involves understanding customer communication principles, problem-solving methodologies, and customer service practices, as well as the features of products and services offered by Walmart. The role includes gathering and interpreting data, developing processes to meet business needs, and promoting compliance with company policies and standards of ethics and integrity. The individual will lead and participate in teams, demonstrating respect for individuals and acting with integrity while striving for excellence.
