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
• Microsoft office tools required
• Retail or merchandising a plus

Minimum Qualifications-Knowledge, Skills and Abilities

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

Physical Requirements:

• Sit for extended periods (typically 6+ hours per day)
• Use a computer, including keyboard and mouse, for prolonged periods
• Lift and carry light items (e.g., files, office supplies, laptops, typically 20+ pounds)
• Reach, bend, or stoop occasionally to access files or office materials
• Maintain focus and attention for long periods of desk-based work
• Follow clear directions
• Perform repetitive motions (e.g., typing, clicking) consistently throughout the day

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