Call Center Representative

Identifies root cause solutions contact issues by asking probing questions in order to understand the issue; documenting customer and associate concerns and feedback; researching issues; identifying and communicating data trends to multiple departments (for example, Merchandising, Operations, Public Relations); and implementing resolutions.

Supports and advises entry-level contact center resolution specialists by responding to escalated contacts; researching issues as necessary; and providing resolution.

Resolves complex contact issues for stores, associates, and high-impact customers by researching issues and resolution options; determining appropriate resolution; providing information to customers and associates; utilizing program quality guidelines and program resources; authorizing customer compensation to achieve customer satisfaction with issue resolution; and partnering with key stakeholders (for example, Walmart.com, Merchandising, Operations, Legal) as required to resolve issues.

Enhances engagement of and collects feedback from stores, associates, and high-impact customers by researching and resolving ongoing issues; following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering and recording customer satisfaction survey ratings.

Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.

Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.
Live our ValuesCulture Champion * Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart’s commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.Servant Leadership * Is consistently humble, self-aware, honest, and transparent.Embrace ChangeCuriosity & Courage * Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.Digital Transformation & Change * Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.Deliver for the CustomerCustomer Focus * Delivers results while putting the customer first and applying an omnimerchant mindset and the EDLP and EDLC business models to all plans.Strategic Thinking * Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.Focus on our AssociatesDiversity, Equity & Inclusion * Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.Collaboration & Influence * Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates withimpact to a range of audiences; and demonstrates energy and positivity for own work.Talent Management * Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others’contributions and accomplishments.

Minimum Qualifications

• 6 months’ experience addressing and responding to customer requests in a contact center or retail industry.

Job Type: Full-time

Pay: $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Dallas, TX 75211: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Call center: 1 year (Required)

Work Location: One location