Senior Resolution Coordinator, Contact Center

Position Summary...

Proficiency in French specifically a strong command of the Quebec dialect is required to ensure seamless communication with French-speaking customers in Canada.



We are seeking a customer-focused individual to join our Field Support team to provide exceptional service to store environments across the United States and Canada. This role is essential in ensuring that customer needs are met by delivering timely and accurate support. As a key part of this role you will be responsible for addressing customer inquiries and issues such as account actions concessions approvals and operational support while performing necessary research to provide effective resolutions.



In this position you will play a critical role in managing the entire customer request lifecycle. This includes utilizing ticketing systems adhering to escalation processes and ensuring requests are handled promptly and thoroughly. Youll monitor and respond to incoming support requests escalate complex issues when needed and collaborate with team members and stakeholders to guarantee successful resolutions. Your ability to identify and solve problems propose alternative solutions and ensure compliance with company protocols will help maintain outstanding customer service standards.



A key part of your role will involve interpreting and communicating complex information to customers and stakeholders. Youll listen to customer concerns evaluate their needs and deliver clear responsive solutions. By employing professional communication techniques and adhering to quality guidelines youll ensure an excellent experience for both English and French-speaking customers. Youll also play a part in continuously improving communication channels across the company by identifying trends and suggesting updates.

Additionally you will use your problem-solving skills to diagnose business issues and work collaboratively with stakeholders to deliver effective solutions. Leveraging data-driven tools and available resources youll review key performance metrics conduct trend analysis and recommend process improvements that will enhance operations across the contact center. This involves creating reports visualizing data for stakeholder decision-making and exploring opportunities to automate manual tasks within the contact center.



As part of this role you will also be expected to gain familiarity with Walmarts products and services in order to provide accurate and helpful recommendations to customers. Understanding how Walmarts offerings align with customer needs will enable you to inform customers of promotions resolve product-related inquiries and deliver personalized solutions.



You will collaborate closely with managers coworkers and business partners to implement processes and practices that improve operational efficiency and service outcomes. By offering support and adapting to any challenges youll contribute to the overall success of the team and help build a culture that embraces teamwork and continuous improvement. Youll also play an essential role in promoting adherence to company values policies and compliance standards demonstrating integrity and assisting leaders in addressing issues when they arise.



As a Field Support Specialist your efforts will directly contribute to a positive customer experience and help our store operations across the US and Canada meet business needs ensure customer satisfaction and maintain high-quality standards.

What youll do...

About Team: Omni Tech Support
The Omni Tech Support team is dedicated to empowering our Stores Clubs and Distribution Centers (DCs) by ensuring their technology needs are seamlessly met. Our primary mission is to support the associates in the field by resolving their technical issues allowing them to remain focused on delivering exceptional service to customers. We serve as a vital connection between associates and the technology they rely on daily ensuring smooth operations and minimizing disruptions. Our team is committed to solving issues proactively leveraging automation to anticipate and address potential challenges before they cases where intervention is required we prioritize rapid and efficient responses to minimize downtime with a strong focus on reducing the mean time to resolution (MTTR). By blending technical expertise with a customer-centered approach we aim to provide reliable innovative and timely support that drives business success and enhances the experience for both associates and customers alike.

What youll do:Customer Support and Issue Resolution

• Provide timely and accurate support to address customer inquiries including account actions concession approvals and operational issues for both English and French (Quebec dialect) speakers.
• Research and diagnose customer and operational issues propose solutions and ensure compliance with company protocols to maintain service standards.

Ticket and Request Management

• Manage the entire customer request lifecycle by utilizing ticketing systems adhering to escalation procedures and ensuring on-time resolution of issues.
• Monitor and respond to incoming support requests escalate complex problems when necessary and partner with team members to provide effective solutions.

Communication and Customer Advocacy

• Effectively interpret and convey complex information to customers and stakeholders ensuring that responses are clear and professional.
• Listen actively to customer concerns evaluate needs and ensure a seamless and positive customer experience while adhering to Walmarts quality and communication guidelines.

Data Analysis and Process Improvements

• Analyze key performance metrics and identify trends to recommend operational improvements within the support processes.
• Utilize data-driven insights to create reports and visualizations identify opportunities for process automation and suggest solutions to enhance the efficiency of the contact center.

Collaboration and Compliance

• Work closely with managers coworkers and business partners to implement best practices and drive operational efficiency.
• Promote adherence to company values policies and compliance standards while assisting management in addressing challenges and improving team effectiveness.

What youll bring:Strong Problem-Solving Skills

• Ability to diagnose research and resolve technical and operational issues quickly and efficiently while proposing alternative solutions when needed.

Bilingual Communication Excellence

• Proficiency in both English and French (specifically Quebec dialect) to effectively engage with and support diverse customers while delivering clear and professional responses.

Customer-Focused Mindset

• A commitment to exceptional customer service including actively listening to customer concerns addressing needs promptly and ensuring satisfaction throughout the support lifecycle.

Technical Proficiency

• Experience with ticketing systems data analysis and automation tools coupled with the ability to leverage performance metrics and reporting tools to drive improvements.

Adaptability and Collaboration

• Strong ability to work collaboratively across teams adapt to changing processes or customer demands and consistently contribute to operational success and continuous improvement initiatives.

About Walmart Global Tech
Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. Thats what we do at Walmart Global Tech. Were a team of software engineers data scientists cybersecurity experts and service professionals within the worlds leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here you can kickstart a great career in tech gain new skills and experience for virtually every industry or leverage your expertise to innovate at scale impact millions and reimagine the future of retail. Walmarts culture is a competitive advantage and its fostered by being together. Working together in person allows us to collaborate align quickly and innovate with greater speed. We use our campuses to create purposeful connection rooted in deepening understanding and investing in the development of our associates.
Our hubs: Walmart is a global company with offices across the United States and around the world. Our global headquarters is in Bentonville Arkansas with primary hubs in the San Francisco Bay area and New York/New Jersey.

Benefits:
Benefits: Beyond our great compensation package you can receive incentive awards for your performance. Other great perks include 401(k) match stock purchase plan paid maternity and parental leave PTO multiple health plans and much more.

Equal Opportunity Employer:
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 unique styles experiences identities ideas and opinions while being inclusive of all people.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.

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 Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sams Club facilities. Programs range from high school completion to bachelors 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 .
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...

2501 Se J Street Ste B Bentonville AR 72712-7761 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.