Senior Resolution Coordinator, Contact Center

Position Summary

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.

What you'll do...

• Manage escalated seller contacts requiring judgment and solutioning.
• Provide tailored coaching to improve seller performance, using AI insights.
• Document complex cases thoroughly in CRM.
• Serve as a point of reference for junior associates.
• Support queue management and process adherence.

Availability requirement: 5:00 AM - 10:00 PM Mountain time, 7 days a week (hours of operation)

Pay

$16/hour

Benefits

• Health benefits including medical, vision, and dental coverage.
• Financial benefits such as 401(k), stock purchase, and company-paid life insurance.
• Paid time off benefits including PTO, parental leave, family care leave, bereavement, jury duty, and voting.
• Short-term and long-term disability, company discounts, military leave pay, adoption and surrogacy expense reimbursement, and more.

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.

About Walmart

• Competitive pay as well as performance-based bonus awards.
• Health benefits including medical, vision, and dental coverage.
• Financial benefits such as 401(k), stock purchase, and company-paid life insurance.
• Paid time off benefits including PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting.
• Other benefits including short-term and long-term disability, company discounts, military leave pay, adoption and surrogacy expense reimbursement, and more.

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

• In retail, contact center operations, or a related area.