Senior Resolution Coordinator, Contact Center

Position Summary...

What you'll do...

Role summary:
The Senior Resolution Coordinator in the Contact Center plays a critical role in managing complex customer inquiries and escalations by applying advanced problem-solving and communication skills. This position involves collaborating with internal stakeholders to implement process improvements, analyzing data to identify trends, and ensuring timely resolution of issues. The role requires a thorough understanding of customer service operations, ticketing systems, and escalation protocols to deliver accurate information and support. The coordinator contributes to enhancing operational efficiency while maintaining adherence to company policies and quality standards.
About the team:
The Seller Support Contact Center team delivers dependable assistance to sellers on Walmart Marketplace through various channels, prioritizing accuracy, responsiveness, and professionalism. The team emphasizes solution-focused service and strong relationship-building to support associate growth. Collaboration and clear communication are key to enhancing the associate experience continuously. Committed to service excellence, the team utilizes performance metrics, problem-solving abilities, and customer service expertise to maintain an efficient environment that meets business goals and effectively supports associates in their roles.
What you'll do:

• Provide accurate and timely customer service by addressing live contact inquiries and operational support requests.
• Monitor and respond to escalated issues using established tools and escalation matrices.
• Collaborate with stakeholders to implement solutions and drive process improvements within contact center operations.
• Analyze data and key metrics to identify root causes and recommend enhancements.
• Document workflows, resource needs, and dependencies to support operational efficiency.
• Apply problem-solving techniques to resolve complex customer and business challenges.
• Communicate clearly across multiple channels, adhering to company protocols and quality standards.

What you'll bring:

• Proven experience in customer service operations within contact center environments, including handling escalations and specialty processes.
• Strong problem-solving skills with the ability to analyze data, identify root causes, and recommend effective solutions.
• Excellent communication skills, capable of delivering clear, concise information across multiple channels.
• Knowledge of process improvement methodologies and the ability to implement enhancements based on performance metrics and customer feedback.
• Proficiency in using ticketing systems, reporting tools, and data visualization techniques to support decision-making.
• Ability to collaborate effectively with stakeholders to drive resolution and operational excellence.

At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more. You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable. For information about PTO, see https://one.walmart.com/notices. Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart.
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 a specific plan or program terms.
For information about benefits and eligibility, see One.Walmart.
The hourly wage range for this position is $16.00 - $28.00* *The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met.

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Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no 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.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

In retail, contact center operations, or a related area

Primary Location...

608 Sw 8Th St., Bentonville, AR 72712-6207, United States of America

Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment.