Resolution Specialist – Customer Escalations

Resolution Specialist – Customer Escalations

Requirements

• 6 months experience in retail, retail merchandising, membership/subscription, or related field.
• 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.
• Ability to understand and share the feelings of others, ensuring a supportive and caring interaction with members.
• Skilled in creating a connection and building trust with members, fostering positive and long-lasting relationships.

Responsibilities

• Research and Root Cause Analysis: Identifying members’ friction points.
• Engagement with Correct Departments: Collaborating with the appropriate departments to resolve issues.
• Resolving Friction Points.
• Addressing membership-related queries and issues.
• Resolving issues related to our online platform.
• Providing support for technology-related problems on the website and in clubs.
• Handling inquiries about products and services.
• Assisting with issues occurring within physical club locations.
• 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.
• Supports Members with live contact-related questions, restricted account actions, concessions approvals, and other operational support.
• Performs research as needed.
• Documents routine workflows, resource requirements, dependencies, and criticalities.
• Responds to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests.
• Escalates systemic issues using available tools (e.g., Gemba, Leadership, JIRA).
• Knowledge of problem-solving methodologies and tools.
• Understanding of precedence and use cases for business problems.
• Familiarity with barriers to effective problem solving (e.g., confirmation bias, mental set, functional fixedness, groupthink, paradigm blindness).
• Ability to use fact-finding techniques and diagnostic tools to identify and break down business problems related to Sam’s Club Contact Center operations.
• Suggests multiple alternative approaches/solutions for Sam’s Contact Center issues based on internal and external benchmarking.
• Understands the perspectives of each involved stakeholder to drive resolutions for the Sam’s Club Contact Center.
• Collaborates with stakeholders within the Sam’s Club Contact Center to ensure the implementation of recommended solutions.

Preferred Qualifications

• Previous Remote Work Experience: Demonstrated ability to work independently and manage time effectively while working from a remote location.
• 1 Year Customer Service Experience: Proven track record in delivering excellent customer service, resolving issues, and maintaining customer satisfaction for at least one year.
• 2 Year Retail Experience: Experience in retail operations, including sales, merchandising, customer service, preferably with Walmart for at least 2 years.