Senior Resolution Coordinator, Contact Center - Immediate Hiring for a Fully Remote Role at Workwarp

Unlock Your Potential as a Senior Resolution Coordinator at Workwarp

Workwarp is seeking an exceptional Senior Resolution Coordinator to join our dynamic Contact Center team in a fully remote capacity. As a key member of our team, you will be responsible for driving customer satisfaction, resolving complex issues, and contributing to the continuous improvement of our contact center operations.

About Workwarp and the Contact Center Industry

Workwarp is a leading company that partners with top brands to deliver exceptional customer experiences. Our Contact Center team plays a vital role in ensuring that customers receive timely and effective support, building brand loyalty, and driving business growth. As a Senior Resolution Coordinator, you will be at the forefront of this effort, working closely with customers, stakeholders, and internal teams to resolve issues and improve processes.

Key Responsibilities

• Provide exceptional customer service by sharing accurate and timely information, utilizing quality guidelines and resources, and partnering with stakeholders as needed.
• Support customers with live contact-related questions, restricted account actions, concessions approvals, and other operational support, and perform research as needed.
• Document routine workflows, resource requirements, dependencies, and criticalities to ensure seamless contact center operations.
• Respond to incoming specialty processes, escalated issues, and support requests by monitoring incoming requests and escalating systemic issues using available tools.
• Utilize problem-solving methodologies and tools to identify and break down business problems related to contact center operations, and suggest multiple alternative approaches/solutions.
• Collaborate with stakeholders within the contact center to ensure the implementation of recommended solutions and drive resolutions.
• Implement process improvement plans by driving the improvement of existing contact center processes and escalating existing issues.
• Support the identification of opportunities and recommend improvements based on customer feedback and trend analysis.
• Review key metrics to support root cause identification and create solutions.
• Gather and interpret data, information, and content in a digital environment, and analyze and create reports using existing models/templates.
• Apply visualization techniques and tools for effective representation of data to stakeholders.
• Develop, communicate, and implement processes and practices to meet business needs by collaborating with managers, co-workers, customers, and other business partners.
• Demonstrate, promote, and support compliance with company policies, procedures, and standards of ethics and integrity.
• Lead and participate in teams by using and sharing resources, information, and tools, and determining customer needs and business priorities.

Essential Qualifications

To be successful in this role, you will need:

• 6 months of experience addressing and responding to customer requests in a contact center or retail industry environment.
• 6 months of experience with basic computer processing/data entry software.
• Knowledge of day-to-day activities performed in contact center service operations, ticketing systems, and other tools used to handle customer requests.
• Understanding of customer communication principles and techniques, problem-solving methodologies and tools, and customer service practices.

Preferred Qualifications

While not required, the following qualifications are highly desirable:

• Experience in retail, contact center operations, or a related area.

Skills and Competencies

To excel in this role, you will need to possess:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced, dynamic environment.
• Proficiency in using technology, including data analytics and visualization tools.
• Strong customer service skills, with a focus on delivering exceptional experiences.
• Ability to work collaboratively with stakeholders, including customers, internal teams, and business partners.

Career Growth Opportunities and Learning Benefits

As a Senior Resolution Coordinator at Workwarp, you will have access to:

• Ongoing training and development opportunities to enhance your skills and knowledge.
• Career advancement opportunities within the company.
• A collaborative and dynamic work environment that encourages innovation and growth.

Work Environment and Company Culture

Workwarp is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. As a fully remote employee, you will enjoy:

• Flexible work arrangements that allow you to work from anywhere.
• A culture that values diversity, equity, and inclusion.
• Opportunities to connect with colleagues and build meaningful relationships.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• A salary range of $16.00-$28.00 per hour.
• Performance-based bonus awards and other great benefits.
• Health benefits, including medical, vision, and dental coverage.
• Financial benefits, including 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.
• Other benefits, including short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.
• Live Better U, a Walmart-paid education benefit program for full-time and part-time associates.

Join Our Team!

If you are a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.

Apply now and take the first step towards a rewarding career as a Senior Resolution Coordinator at Workwarp!