Senior Resolution Coordinator, Contact Center

Position Summary...

Proficiency in French, specifically a strong command of the Quebec dialect, is required to ensure seamless communication with French-speaking customers in Canada.



We are seeking a customer-focused individual to join our Field Support team to provide exceptional service to store environments across the United States and Canada. This role is essential in ensuring that customer needs are met by delivering timely and accurate support. As a key part of this role, you will be responsible for addressing customer inquiries and issues, such as account actions, concessions approvals, and operational support, while performing necessary research to provide effective resolutions.



In this position, you will play a critical role in managing the entire customer request lifecycle. This includes utilizing ticketing systems, adhering to escalation processes, and ensuring requests are handled promptly and thoroughly. You’ll monitor and respond to incoming support requests, escalate complex issues when needed, and collaborate with team members and stakeholders to guarantee successful resolutions. Your ability to identify and solve problems, propose alternative solutions, and ensure compliance with company protocols will help maintain outstanding customer service standards.



A key part of your role will involve interpreting and communicating complex information to customers and stakeholders. You’ll listen to customer concerns, evaluate their needs, and deliver clear, responsive solutions. By employing professional communication techniques and adhering to quality guidelines, you’ll ensure an excellent experience for both English and French-speaking customers. You’ll also play a part in continuously improving communication channels across the company by identifying trends and suggesting updates.

Additionally, you will use your problem-solving skills to diagnose business issues and work collaboratively with stakeholders to deliver effective solutions. Leveraging data-driven tools and available resources, you’ll review key performance metrics, conduct trend analysis, and recommend process improvements that will enhance operations across the contact center. This involves creating reports, visualizing data for stakeholder decision-making, and exploring opportunities to automate manual tasks within the contact center.



As part of this role, you will also be expected to gain familiarity with Walmart’s products and services in order to provide accurate and helpful recommendations to customers. Understanding how Walmart’s offerings align with customer needs will enable you to inform customers of promotions, resolve product-related inquiries, and deliver personalized solutions.



You will collaborate closely with managers, coworkers, and business partners to implement processes and practices that improve operational efficiency and service outcomes. By offering support and adapting to any challenges, you’ll contribute to the overall success of the team and help build a culture that embraces teamwork and continuous improvement. You’ll also play an essential role in promoting adherence to company values, policies, and compliance standards, demonstrating integrity, and assisting leaders in addressing issues when they arise.



As a Field Support Specialist, your efforts will directly contribute to a positive customer experience and help our store operations across the US and Canada meet business needs, ensure customer satisfaction, and maintain high-quality standards.

What you'll do...

About Team: Omni Tech Support
The Omni Tech Support team is dedicated to empowering our Stores, Clubs, and Distribution Centers (DCs) by ensuring their technology needs are seamlessly met. Our primary mission is to support the associates in the field by resolving their technical issues, allowing them to remain focused on delivering exceptional service to customers. We serve as a vital connection between associates and the technology they rely on daily, ensuring smooth operations and minimizing disruptions. Our team is committed to solving issues proactively, leveraging automation to anticipate and address potential challenges before they arise. In cases where intervention is required, we prioritize rapid and efficient responses to minimize downtime, with a strong focus on reducing the mean time to resolution (MTTR). By blending technical expertise with a customer-centered approach, we aim to provide reliab