What you'll do...
Resolves customer issues through multiple channels by responding
to the tier 3 queries and escalated issues by providing subject
matter expertise; advising associates on actions to be taken;
monitoring junior agents' activities to determine if additional
support is needed; researching issues and customer history to
provide appropriate resolution; managing the inflow of complex
contact issues for customers by ensuring investigation of issues
and resolution options; recognizing trends in issues and contact
types; communicating or escalating issues to contact center
management, training and quality team, or appropriate teams; and
partnering with key stakeholders as required to resolve issues.
Identifies and communicates trends from customer feedback by
collecting the required data; ensuring accuracy of data; analyzing
data and comparing with the current and best practices for contact
Leads team members by managing the allocation of work; providing
guidance queries and escalated issues; and adjusting hourly
associates' daily work assignments to meet business needs.
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 how to apply 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.
Outlined below are the required minimum qualifications for this
position. If none are listed, there are no minimum
1 year's experience in retail operations, contact center
operations, or a related area.
Outlined below are the optional preferred qualifications for
this position. If none are listed, there are no preferred
Associates: Business Administration, Associates:
12884 S FRONTRUNNER BLVD, DRAPER, UT 84020-5486, United States
At Walmart, we help people save money so they can live better.
This mission serves as the foundation for every decision we make,
from responsible sourcing to sustainability-and everything in
between. As a Walmart associate, you will play an integral role in
shaping the future of retail, tech, merchandising, finance and
hundreds of other industries-all while affecting the lives of
millions of customers all over the world. Here, your work makes an
impact every day. What are you waiting for?
Walmart, Inc. is an Equal Opportunity Employer - By Choice. We
believe we are best equipped to help our associates, customers and
the communities we serve live better when we really know them. That
means understanding, respecting and valuing diversity - unique
styles, experiences, identities, ideas and opinions - while being
inclusive of all people.
All the benefits you need for you and your family
- Multiple health plan options, including vision & dental plans
for you & dependents
- Financial benefits including 401(k), stock purchase plans, life
insurance and more
- Associate discounts in-store and online
- Education assistance for Associate and dependents
- Parental Leave
- Pay during military service
- Paid Time off - to include vacation, sick, parental
- Short-term and long-term disability for when you can't work
because of injury, illness, or childbirth
Eligibility requirements apply to some benefits and may depend
on your job classification and length of employment. Benefits are
subject to change and may be subject to specific plan or program
terms. For information about benefits and eligibility, see
Frequently asked questions
- On average, how long does it take to fill out an
On average, it takes 45-60 minutes to complete your application
for the first time. Subsequent applications will take less time to
apply as our system saves some of your application information.
Please note that some positions require the completion of
assessments in order to receive consideration for that role. Those
would take additional time.
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No, you cannot change your application after submitting, so
please make sure that everything is finalized before you hit the
- How do you protect my personal information?
Processing of information on paper is minimal, and Walmart
processes application information using an applicant tracking
system (ATS). Access to the data within the ATS is restricted to
authorized personnel, and the system itself is held to high
security standards by Walmart.
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