Senior Operations Support Specialist

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.

• 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.  
• Other duties as required. 

Minimum Qualifications-Education and Experience

• High school 
• 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.

Work Environment and Physical Requirements

The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. This position involves viewing a computer monitor 100% of the shift.  Employee must be able to sit for long periods. Personal protective equipment may need to be worn. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.