Resolution Specialist, Customer Escalations, Contact Center

Location: Onsite in Bentonville, Arkansas, United States

Hourly wage: $19.00–$35.00, with possible premiums of $0.35–$3.00 per hour.

Company

hirify.global operates within Walmart and Sam’s Club, supporting retail and contact center operations.

What you will do

• Resolve escalated customer and associate issues through analysis, fact-finding, and timely communication.
• Communicate across multiple channels and adapt communication styles to customer needs.
• Use ticketing systems and escalation matrices to manage and document requests throughout their lifecycles.
• Collaborate with stakeholders on process improvements, change management, and KPI monitoring.
• Conduct root cause analysis to identify trends and recommend operational enhancements.
• Support quality assurance through audits, data analysis, policy compliance, and professional service delivery.

Requirements

• At least 6 months of experience in retail, contact center operations, or a related area.
• At least 1 year of experience with basic computer processing or data entry software.
• Experience handling inbound calls and escalated customer issues in a contact center environment.
• Strong customer service, communication, problem-solving, and fact-finding skills.
• Ability to analyze KPIs and contact center metrics and collaborate with stakeholders.

Nice to have

• Additional experience with retail, contact center operations, or basic computer processing and data entry software.

Culture & Benefits

• Medical, vision, and dental coverage.
• 401(k), stock purchase opportunities, and company-paid life insurance.
• Paid time off, parental leave, family care leave, bereavement leave, jury duty leave, and voting leave.
• Short- and long-term disability, company discounts, military leave pay, and adoption and surrogacy expense reimbursement.
• Company-paid education programs through Live Better U, including high school completion, bachelor’s degrees, English language learning, and certificates.