Senior Resolution Coordinator, Contact Center

Position Summary... What you'll do... Availability requirement: 5:00 AM - 10:00 PM Mountain time, 7 days a week (hours of operation) Pay rate: $16/hour Purpose Deliver advanced resolution and consultative support to Marketplace sellers by managing escalations and driving proactive improvements. This role balances complex issue resolution with coaching to promote seller success. Key Responsibilities Manage escalated seller contacts requiring judgment and solutioning. Provide tailored coaching to improve seller performance, using AI insights. Document complex cases thoroughly in CRM. Support queue management and process adherence. Serve as a point of reference for junior associates. Key Qualities & Attributes Confident handling sensitive escalations. Effective, business-level communicator. Adaptive and comfortable with ambiguity. Proactive consultative mindset. Ethical and transparent decision-making. Preferred Qualifications 1–2 years in contact center or consultative support. Proven escalation handling experience. Advanced CRM and multi-system fluency. Evidence of proactive customer coaching. 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. 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 Live Better U is a Walmart-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 $16.00 - $28.00* *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. ㅤ ㅤ ㅤ ㅤ ‎ Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications. 6 months experience addressing and responding to customer requests in a contact center or retail industry environment. 6 months experience with basic computer processing/data entry software. Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications. In retail, contact center operations, or a related area Primary Location... 2100 Se 5Th St., Bentonville, AR 72716-0000, United States of America Walmart and its subsidiaries are committed to maintaining a drug-free workplace and has a no tolerance policy regarding the use of illegal drugs and alcohol on the job. This policy applies to all employees and aims to create a safe and productive work environment. About Walmart: Fifty years ago, Sam Walton started a single mom-and-pop shop and transformed it into the world's biggest retailer. Since those founding days, one thing has remained consistent: our commitment to helping our customers save money so they can live better. Today, we're reinventing the shopping experience and our associates are at the heart of it. You'll play a crucial role in shaping the future of retail, improving millions of lives around the world. This is that place where your passions meet purpose. Join our family and create a career you're proud of.