Resolution Specialist, Customer Escalations

At Sam's Club, we strive to provide the best possible customer experience. As a Resolution Specialist for our Customer Escalations team, you will play a vital role in ensuring that our members receive timely and effective resolutions to their concerns. We are looking for a highly motivated and empathetic individual who is passionate about delivering exceptional customer service. If you have a strong attention to detail, excellent communication skills, and are able to remain calm under pressure, we want you on our team!

1. Address and resolve escalated customer concerns in a timely and efficient manner.
2. Act as a point of contact for members who have unresolved issues or complaints.
3. Conduct thorough investigations into customer complaints and concerns.
4. Communicate with customers in a professional and empathetic manner, actively listening to their concerns and providing appropriate solutions.
5. Collaborate with other departments within the company to gather necessary information and resources to resolve customer issues.
6. Document all interactions and resolutions accurately in our customer database.
7. Analyze customer feedback and identify opportunities for improvement in our products and services.
8. Maintain a high level of knowledge about Sam's Club policies, procedures, and products to provide accurate information to customers.
9. Handle difficult or escalated situations with composure and utilize problem-solving skills to find appropriate resolutions.
10. Strive to exceed customer expectations and provide exceptional customer service at all times.
11. Participate in ongoing training and development to stay updated on customer service best practices.
12. Collaborate with team members to share knowledge and resources to improve overall customer satisfaction.
13. Maintain a positive and professional attitude while representing the Sam's Club brand.
14. Adhere to company policies and procedures, including confidentiality and data protection.
15. Continuously monitor and improve customer satisfaction metrics, such as response time and resolution rates.

According to JobzMall, the average salary range for a Resolution Specialist, Customer Escalations in Chicago, IL, USA is between $35,000 and $55,000 per year. This may vary depending on the specific company, experience level, and additional skills or qualifications. Some companies may also offer bonuses or commissions in addition to base salary.

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.