Job details
Salary $16 an hour job type full-time number of hires for this role 4
Qualifications
High school or equivalent (required)
Full job description
To continue prioritizing the health and safety of our associates, walmart will require all market, regional and divisional associates who work in multiple facilities and all campus office associates to be fully vaccinated against covid-19 by their first day of employmentWe realize there may be some associates who cannot get vaccinated because of medical issues or due to sincerely held religious beliefs, and we have policies and procedures to address those situations.
This job requires you to be vaccinated or get an approved accommodation because of medical issues or due to a sincerely held religious beliefAre you comfortable moving forward?
Minimum qualifications:
6 months experience addressing and responding to customer requests in a contact center or retail industry environment.**
6 months experience with basic computer processing/data entry software**
Job description:
Requires knowledge of day-to-day activities performed in customer care service operationsTicketing systems and other tools used to handle customer requestsEscalation matricesCustomer request process life cyclesTo be able to provide customer service by sharing accurate and timely information with customers, utilizing quality guidelines and resources, and partnering with stakeholders as neededSupports customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support and performs research as neededDocuments routine workflows, resource requirements, dependencies, and criticalitiesResponds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requestsEscalates systemic issues using available tools (for example, gemba, leadership, jira).
Requires knowledge of principles and techniques of customer communicationApplication and allocation of business communication styles/techniquesCommunication styles/norms through different interaction channels.to be able to listen to customers, understands, processes, and prioritizes customer needs, then provides solutionsDemonstrates an ability to speak, write, and present clearlySeeks help to understand company protocols for communicating with different types of customersApplies the concept of customer analysis to deliver relevant communications.
Requires knowledge of problem-solving methodologies and toolsPrecedence 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 operationsSuggests multiple alternatives approaches/solutions for contact center issues based on internal and external benchmarkingUnderstands the perspectives of each involved stakeholder to drive resolutions for the contact centerCollaborates with stakeholders within the contact center to ensure the implementation of recommended solutions.
Requires knowledge of customer service practicesStandard operating procedures and defined processesStandard reporting tools and techniquesPerformance metricsIndustry trendsProcess improvement techniques.to be able to carry out the responsibilities with guidance, implements process improvement plans by driving the improvement of existing contact center processes and escalating existing issuesSupports the identification of opportunities and recommends improvements based on customer feedback and trend analysisWith guidance, reviews key metrics to support root cause identification and create solutions.
Requires knowledge of features of products and services offered by walmartUtility of the products offered to customersProduct and service substitutes.to be able to describes how walmart products and services fit within the organizationIdentifies how customers use the products and services offered by walmartIdentifies walmart`s flagship products and servicesDescribes the major functions, features, and capabilities of products and servicesInforms customers of promotions, offers, and discounts.
Requires knowledge of data collection modes, techniques, and toolsData analytics and visualization tools and techniquesExisting and upcoming digital applications and other systems used in the contact centerTechnology innovation trends and industry benchmarksData governance as it relates to data quality, metadata, and data lineageData science techniques and applications in the contact center environmentTo be able to gathers and interprets data, information, and content in a digital environmentReview`s data across contact center systems to ensure completeness and performs data quality checksAnalyzes and create reports using existing models/templates and leverages technology to execute transactional activities for the contact centerApplies visualization techniques and tools for effective representation of data to stakeholdersSeeks appropriate technology for automation purposesIdentifies opportunities for improving the contact center`s data-driven decision-making.
Develops, communicates, and implements processes and practices to meet business needs by collaborating with managers, co-workers, customers, and other business partners; analyzing and applying information from multiple sources; monitoring progress and results; and identifying and addressing improvement opportunities.
Demonstrates, promotes, and supports compliance with company policies, procedures, and standards of ethics and integrity by explaining, guiding, and demonstrating Apply Now these in executing business processes and practices; implementing related action plans; using the open door policy; and assisting management with correcting ethical and compliance issues and problems.
Leads and participates in teams by using and sharing resources, information, and tools; determining customer needs and business priorities; coordinating and executing work assignments; providing advice, feedback, and support to ensure timelines and work quality are achieved; and modeling and helping others with how to adapt to change or new challenges.
Job type: full-time
Pay: $16.00 per hour
Benefits:
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance
Schedule:
8 hour shift
Monday to friday
Weekend availability
Supplemental pay:
Bonus pay
Education:
High school or equivalent (required)
