Resolution Specialist, Customer Escalations
Welcome to Sam's Club, where we strive to exceed customer expectations and provide exceptional service. As a Resolution Specialist for our Customer Escalations team, you will play a crucial role in resolving complex customer issues and ensuring their satisfaction with our brand. We are looking for a highly motivated and empathetic individual with strong problem-solving skills and a passion for delivering top-notch customer service. If you are committed to going above and beyond for our members and have the necessary qualifications, we invite you to join our team and help us maintain our reputation as a leader in the retail industry.
- Respond to escalated customer inquiries and complaints in a timely and professional manner.
- Proactively identify and resolve complex customer issues to ensure customer satisfaction.
- Communicate with customers via phone, email, and social media to provide personalized support.
- Utilize active listening and empathy to understand and address customer concerns.
- Collaborate with other departments to identify and implement solutions to recurring customer issues.
- Maintain accurate and detailed records of customer interactions and resolutions.
- Stay up-to-date on company policies and procedures to provide accurate information to customers.
- Follow up with customers to ensure their issues have been resolved to their satisfaction.
- Handle difficult or irate customers with patience and professionalism.
- Continuously strive to improve customer service processes and procedures.
- Act as a brand ambassador by promoting and upholding the company's values and mission.
- Provide feedback to management on customer trends and areas for improvement.
- Assist in training and mentoring new team members.
- Maintain confidentiality and handle sensitive customer information with discretion.
- Adhere to all company policies and guidelines to ensure consistent and quality service for customers.
Strong Communication Skills: A Resolution Specialist Must Possess Excellent Communication Skills, Both Verbal And Written, To Effectively Handle Customer Escalations. This Includes The Ability To Actively Listen, Empathize With Customers, And Clearly Articulate Solutions To Resolve Their Issues.
Conflict Resolution Skills: As A Resolution Specialist, One Must Be Able To Effectively Manage And Resolve Conflicts Between Customers And The Company. This Requires The Ability To Remain Calm Under Pressure, Diffuse Tense Situations, And Find Mutually Beneficial Solutions.
Knowledge Of Company Policies And Procedures: An Ideal Candidate For This Role Should Have A Thorough Understanding Of Sam's Club's Policies And Procedures, As Well As A Strong Knowledge Of The Products And Services Offered. This Will Enable Them To Provide Accurate Information And Make Informed Decisions When Handling Escalations.
Problem-Solving Abilities: Customer Escalations Often Involve Complex Issues That Require A Creative And Analytical Approach To Find A Resolution. A Resolution Specialist Must Possess Strong Problem-Solving Skills To Identify The Root Cause Of The Problem And Develop Effective Solutions.
Customer Service Experience: Previous Experience In A Customer-Facing Role, Such As Customer Service Or Sales, Is Highly Desirable For A Resolution Specialist. This Demonstrates The Ability To Handle Difficult Customer Interactions And Provide Exceptional Service, Which Is Crucial In Resolving Escalations And Maintaining Customer Satisfaction.
Communication
Time Management
Attention to detail
Negotiation
Leadership
Conflict Resolution
customer service
Active listening
Teamwork
Empathy
Problem-Solving
Decision-Making
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
Work ethic
creativity
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Resolution Specialist, Customer Escalations in Columbus, OH, USA is $35,000 - $45,000 per year. This can vary depending on factors such as experience, education, and the specific company or industry the individual is working in.
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Sam's West, Inc. (doing business as Sam's Club) is an American chain of membership-only retail warehouse clubs owned and operated by Walmart Inc., founded in 1983 and named after Walmart founder Sam Walton. Sam's Club operates 600 membership warehouse clubs in the United States in 44 states, Puerto Rico and the U.S Virgin Islands.
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