Resolution Specialist, Contact Center

Position Summary...

What you'll do...

Job title: R-2274881 Resolution Specialist, Contact Center

Your application will be evaluated for this role based on your experience, assessment results, and position availability.

Working hours would be during the following hours of operation:
7:30am to 6:00pm | Monday to Friday

9:00am to 1:00pm | Saturday

This will be an in-office or on-site role but may require remote work at the beginning. We are currently looking for local or nearby candidates.

The Walmart People Services Contact Center is dedicated to delivering best-in-class support to our associates across stores, clubs, and corporate functions through phone, chat, and email. Our focus is on delivering exceptional service to those we support and to our stakeholders. While we remain committed to meeting performance metrics, our priority is ensuring that every interaction reflects care, accuracy, and responsiveness.

We Invest in You! At Walmart, associate growth and development are at the heart of everything we do. Our People Services team is highly engaged and passionate about exceeding expectations, building meaningful relationships, supporting career progression, and celebrating individual and team achievements.

We're seeking career-minded individuals who are passionate about associate experience and excel in providing empathetic, solution-oriented service. If you're driven by purpose and energized by helping others, we'd love to have you on our team.

Essential Job Functions

1. Customer Interaction & Issue Resolution

Specialists respond to inquiries, resolve complaints, and provide information about services or policies. They must communicate professionally and empathetically while navigating multiple systems to ensure customer satisfaction.

2. Case Documentation & Knowledge Management

Specialists are expected to log cases accurately, using clear and concise descriptions that reflect the reason for contact, resolution steps, and any escalations. This supports performance reporting and helps maintain a reliable knowledge base .

3. Adherence to Operational Protocols

Specialists are expected to follow schedule commitments to uphold service level agreements. Performance will be measured against key metrics enabling service level agreements to be upheld. These expectations are critical to ensuring seamless service delivery and operational reliability.

4. Use of Technology & Tools

Specialists leverage tools including knowledgebase, policies, and training materials to improve productivity and help specialists find answers accurately and efficiently.

Skills & Competencies:

· Strong interpersonal and communication skills.

· Ability to collaborate effectively and build trust.

· Growth mindset with curiosity and openness to feedback.

· Comfort with digital tools and adapting to new ways of working.

· Comfortable using electronic devices for communication and documentation.

· Acts as a representative of Walmart and models behaviors outlined in our Code of Conduct.

Preferred Experience:

· 6 months of experience in contact center, or a related field.

· 1 year of experience using basic computer/data entry software (including ServiceNow and Microsoft Office tools).

Location: David Glass Technology Center - Bentonville, AR

Associate Benefits: Based on eligibility by position and other terms and conditions of the plan documents

· Medical/Dental/Vision

· Matching 401K

· Stock Purchase Plan

· Annual Performance Bonus

· Store Discount Card

· Education Assistance

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.