Resolution Specialist, Customer Escalations

Position Summary...

What you'll do...

• Requires knowledge of data collection modes, techniques, and tools. Data analytics and visualization tools and techniques. Existing and upcoming digital applications and other systems used in the contact center. Technology innovation trends and industry benchmarks. Data governance as it relates to data quality, metadata, and data lineage. Data science techniques and applications in the contact center environment.

• Requires knowledge of principles and techniques of customer communication .Application and allocation of business communication styles/techniques . Communication styles/norms through different interaction channels. To be able to listen to customers, understands, processes, and prioritizes customer needs, then provides solutions. Adapts listening and facilitation styles to customer communication styles.. Owns customer and associate needs in the contact center. Uses various communication mediums . Analyzes customer issues to understand customer perspectives and communicates accordingly. Confirms customer understanding by restating customer concerns or problem statements.

• Requires knowledge of day-to-day activities performed in customer care service operations. Ticketing systems and other tools used to handle customer requests. Escalation matrices. Customer request process lifecycles. To be able to provide customer service by sharing accurate and timely information with customers, utilizing quality guidelines and resources, and partnering with stakeholders as needed. Supports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support and performs research as needed. Documents routine workflows, resource requirements, dependencies, and criticalities. Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests. Escalates systemic issues using available tools (for example, Gemba, Leadership, JIRA).

• Requires knowledge of problem-solving methodologies and tools. Precedence and use cases for business problems . Barriers to effective problem solving (for example, confirmation bias, mental set, functional fixedness, groupthink, paradigm blindness). To be able to use fact-finding techniques and diagnostic tools to identify and break down business problems related to contact center operations. Suggests multiple alternatives approaches/solutions for contact center issues based on internal and external benchmarking. Understands the perspectives of each involved stakeholder to drive resolutions for the contact center. Collaborates with stakeholders within the contact center to ensure the implementation of recommended solutions.

• Requires knowledge of customer service practices. Standard operating procedures and defined processes. Standard reporting tools and techniques. Performance metrics. Industry trends. Process improvement techniques. To be able to carry responsibilities with guidance, implements process improvement plans by driving the improvement of existing contact center processes and escalating existing issues. Supports the identification of opportunities and recommends improvements based on customer feedback and trend analysis. With guidance, reviews key metrics to support root cause identification and create solutions.

• Requires knowledge of features of products and services offered by Walmart. Utility of the products offered to customers. Product and service substitutes. To be able to describes how Walmart products and services fit within the organization. Identifies how customers use the products and services offered by Walmart. Identifies Walmart's flagship products and services. Describes the major function