Resolution Specialist, Customer Escalations, Contact Center

Role summary:

The Resolution Specialist, Customer Escalations, Contact Center, plays a critical role in managing and resolving complex customer issues by applying effective communication and problem-solving techniques. This position requires analyzing customer concerns, collaborating with stakeholders, and utilizing data-driven insights to enhance service quality and operational efficiency. The role supports continuous improvement initiatives, ensures adherence to policies, and fosters positive outcomes through timely and accurate resolution of escalated inquiries. Strong interpersonal skills and proficiency in contact center operations are essential to deliver exceptional customer experiences and support business objectives.

About the team:

The Executive Escalations team at Sam's Club handles complex member concerns with urgency, empathy, and accountability. This team protects member trust by collaborating across functions to identify root causes and implement lasting solutions. Members drive process improvements that enhance the overall experience. The team demonstrates strong leadership, effective communication, and customer service skills while managing escalations and supporting continuous improvement initiatives. Their commitment ensures exceptional service delivery and operational excellence within the contact center environment.

What you'll do:

• Resolve escalated customer and associate issues by analyzing concerns and providing timely, accurate solutions.
• Communicate effectively across multiple channels, adapting styles to meet customer needs and ensure understanding.
• Utilize ticketing systems and escalation matrices to manage and document customer requests and process lifecycles.
• Collaborate with stakeholders to implement process improvements and monitor key performance indicators.
• Conduct root cause analysis to identify trends and recommend operational enhancements.
• Support change management initiatives and contribute to quality assurance through audits and data analysis.
• Maintain compliance with company policies and uphold high standards of integrity and professionalism.

What you'll bring:

• Proven expertise in customer service and effective communication across multiple interaction channels.
• Strong problem-solving skills with the ability to conduct root cause analysis and apply fact-finding techniques.
• Experience handling inbound calls and managing escalated customer issues within contact center environments.
• Proficiency in using ticketing systems, escalation matrices, and data entry tools to document and resolve requests.
• Ability to analyze key performance indicators (KPIs) and contact center metrics to identify improvement opportunities.
• Collaborative mindset to work with stakeholders and support process enhancements and change management initiatives.
• Commitment to maintaining quality standards and adhering to operational policies and procedures.

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.

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 - $35.00The 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.