Resolution Specialist I, Contact Center Operations

    • Fayetteville, AR

Position Summary...

What you'll do...
Resolves customer contact issues by using decision support tools to resolve issues; working with store associates to develop and implement resolutions; implementing appropriate resolution; providing information to customers; utilizing program quality guidelines and program resources; authorizing customer compensation to achieve customer satisfaction with issue resolution; and identifying and escalating high impact issues to senior resolution specialists as necessary.

Enhances customer engagement by researching and resolving ongoing issues; following up with customers on issues; implementing resolutions; communicating final decisions and resolutions to customers; and gathering and recording customer satisfaction survey ratings.

Represents company image to customers by providing professional, courteous customer service; providing accurate and timely information; reviewing and appropriately communicating relevant company policies; remaining poised when faced with difficult interactions; and identifying high-visibility issues and escalating to appropriate corporate business unit (for example, Corporate Security, Legal, Corporate Communications).

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

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

Customer Care, Customer Service, Retail Industry, Retail Operations


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