Position Summary...
What you'll do...
Position Summary
Executive Escalations is an extension of our Sam’s Club Contact Center as a Tier 3 Associate:
Tier 3 includes transferred calls and chats from Direct Intakes as an elevated level of service and final resolution for special handling of complex and elevated member contacts.
Primary Functions Include…
• Research and Root Cause Analysis: Identifying members' friction points.
• Engagement with Correct Departments: Collaborating with the appropriate departments to resolve issues.
• Resolving Friction Points
Key Responsibilities
The Sam's Club Contact Center is the core hub for member experience, providing assistance for a variety of reasons. Key areas handled include:
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• Membership: Addressing membership-related queries and issues.
• E-Commerce: Resolving issues related to our online platform. Providing support for technology-related problems on the website and in clubs.
• Merchandise: Handling inquiries about products and services.
• In-Club: Assisting with issues occurring within physical club locations.
Day-to-Day Activities
• Knowledge of day-to-day activities performed in Member care service operations.
• Proficiency in using ticketing systems and other tools to handle Member requests.
• Understanding of escalation matrices and Member request process lifecycles.
• Ability to provide member service by sharing accurate and timely information with Members, utilizing quality guidelines and resources, and partnering with stakeholders as needed.
• Operational Support:
o Supports Members with live contact-related questions, restricted account actions, concessions approvals, and other operational support.
o Performs research as needed.
o Documents routine workflows, resource requirements, dependencies, and criticalities.
o Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests.
o Escalates systemic issues using available tools (e.g., Gemba, Leadership, JIRA).
• Problem-Solving Methodologies and Tools
o Knowledge of problem-solving methodologies and tools.
o Understanding of precedence and use cases for business problems.
o Familiarity with barriers to effective problem solving (e.g., confirmation bias, mental set, functional fixedness, groupthink, paradigm blindness).
o Ability to use fact-finding techniques and diagnostic tools to identify and break down business problems related to Sam’s Club Contact Center operations.
o Suggests multiple alternative approaches/solutions for Sam’s Contact Center issues based on internal and external benchmarking.
o Understands the perspectives of each involved stakeholder to drive resolutions for the Sam’s Club Contact Center.
o Collaborates with stakeholders within the Sam’s Club Contact Center to ensure the implementation of recommended solutions.
Minimum Qualifications
• Experience: 6 months experience in retail, retail merchandising, membership/subscription, or related field.
• Basic Computer and Technology Skills: Proficiency in basic computer operation and common software applications. Ability to quickly learn and use new technologies and software tools. Familiarity with troubleshooting basic technical issues to assist in providing tech support to Members.
• Compassion and Empathy: Ability to understand and share the feelings of others, ensuring a supportive and caring interaction with members.
• Ability to Build Rapport: Skilled in creating a connection and building trust with members, fostering positive and long-lasting relationships.
Preferred Qualifications
• Previous Remote Work Experience:
o Demonstrated ability to work independently and manage time effectively while working from a remote location.
• 1 Year Customer Service Experience:
o Proven track record in delivering excellent customer service, resolving issues, and maintaining customer satisfaction for at least one year.
• 2 Year Retail Experience:
o Experience in retail operations, including sales, merchandising, customer service, preferably with Walmart for at least 2 years.
At Sam's Club, 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, parental leave, family care leave, bereavement, jury duty, and voting. 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.
- Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
Live Better U is a company 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 $19.00-$35.00
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.
Minimum Qualifications...
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
6 months’ experience in retail, contact center operations, or a related area.
1 years' 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...
2101 Se Simple Savings Dr, Bentonville, AR 72712-4304, United States of America