Senior Operations Support Specialist

About the role

Provides merchandising evaluation via photo and service order review. Provides premium customer service, dependable 360 knowledge, and a clear path of resolution and/or escalation via calls, chats, text, and email from Acosta, Premium and Crossmark employees as well as retail store associates/managers. Walmart Volt inventory software administration, Premium 360, onboarding, and eLearning support. Assists new employees and peers with daily OSC operations. Other duties as required.

Responsibilities

• Chooses grades that may affect the field merchandisers’ scorecards.
• Completes “Quality Checks” on new jobs/actions.
• Answers phone calls with professional phone etiquette as well as chats, text, & emails.
• Provides Walmart Volt software administration.
• Provides Premium 360, onboarding, and eLearning support.
• Documents issues with proper grammar and spelling.
• Emails internal business partners from Client Accounts, Field Operations, HR, Payroll, I.T., and many more with escalation reports.
• Navigates multiple cloud-based applications for functionality and resources.
• Escalates trends to Supervisor.

Qualifications

Minimum Qualifications – Education And Experience

• High school diploma or equivalent.
• Experience in a Contact Center or Office required.
• Experience with Microsoft Office tools required.
• Experience in retail or merchandising a plus.

Minimum Qualifications – Knowledge, Skills And Abilities

• Must be able to type and navigate multiple browsers with proficiency.
• Must demonstrate professional phone etiquette.
• Must demonstrate formal business writing proficiency.