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Walmart Customer Service Job Description
Walmart customer service associates are the company’s front line of assets who work daily with customers to answer questions and address any concerns they may have. They are responsible for answering the phone and processing returns and exchanges, and they may occasionally have to ring up purchases. Customer service associates must interact with customers in a pleasant, professional manner.
The first thing you will need as a Walmart customer service associate is people skills. You will work with the public on a daily basis, and the very nature of the job puts you in contact with customers who may be disgruntled or angry. Many customers come to customer service in need of a return or exchange, and they may be upset that their purchase did not turn out as expected. You must remain calm when dealing with angry customers while processing the return or exchange. You must be attentive and alert to prevent falling for scams that involve returning merchandise. You must use your best judgment to know when to involve a customer service manager to help solve a customer’s problem.
As a customer service associate at Walmart, you will have a variety of duties that must all be attended to. In addition to processing customer returns and exchanges, you must also answer the phone, address complaints and concerns, and in some locations you may have to issue Moneygrams or cash paychecks. You must be knowledgeable about Walmart’s policies and how they apply to your position, and must also be aware of schemes and scams to avoid being taken in by them. You must keep your cash drawer accurate and balanced at all times.
Managerial Position Skills
Walmart also employs customer service managers, who often got their start with Walmart as a customer service associate. Customer service managers are responsible for overseeing cashiers and the front of the store, making change for cashiers, addressing customer concerns and training employees. You may also be responsible for stocking, running registers during cashier breaks and changing displays. This position requires good teamwork and leadership skills, and a close familiarity with Walmart’s company policies.
No Required Experience
Walmart does not require a specific education level for their customer service associates, but having a high school diploma is preferred, as that demonstrates that you have basic reading, writing and mathematics abilities. Customer service or management experience can be a big plus, as that experience can help you perform their duties with more accuracy and confidence. If you wish to move up to customer service management from this position, management experience or a secondary education degree may be helpful. Walmart provides initial paid training for customer service employees that covers how to process transactions and how to handle customer complaints and compliments. They also provide computer-based learning modules that you may be required to complete over a period of time.
Customer Service Representatives Employment and Labor Information 2023
Customer Service Representatives Employment Brief:
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
Customer Service Representatives Job Description
Here is a Job Description an employer might post for potential Customer Service Representatives.
Customer Service Representatives Responsibilities and Duties:
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
- Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
- Determine charges for services requested, collect deposits or payments, or arrange for billing.
- Refer unresolved customer grievances to designated departments for further investigation.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Typical Daily Tasks of Customer Service Representatives:
- Communicating with Supervisors, Peers, or Subordinates.
- Working with Computers.
- Communicating with People Outside the Organization: Provide notifications to customers or patrons.
- Performing for or Working Directly with the Public: Respond to customer problems or complaints.
- Processing Information: Verify accuracy of financial or transactional data.
- Getting Information.
- Updating and Using Relevant Knowledge.
- Organizing, Planning, and Prioritizing Work.
- Training and Teaching Others.
- Resolving Conflicts and Negotiating with Others.
Customer Service Representatives Skills and Requirements:
- SpreadsheetsUsing a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.
- Installation Installing equipment, machines, wiring, or programs to meet specifications.
- Active Listening Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Mathematics Using mathematics to solve problems.
- Word ProcessingUsing a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents.
- Programming Writing computer programs for various purposes.
- Complex Problem Solving Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Judgment and Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Systems Evaluation Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
- Science Using scientific rules and methods to solve problems.
Customer Service Representatives Salary and Wages:
Average Salary: 58,450. Education: typical education requirements include High school diploma or equivalent.
Data from May 2023 courtesy of U.S. Department of Labor, Bureau of Labor Statistics, Occupational Employment and Wage Statistics (OEWS) program.
A professional writer since 1994, Eva Talent was trained as a journalist by the U.S. Army. She received two Army Commendation Medals and an Army Achievement Medal for journalistic excellence. Her press releases are frequently featured on the websites of the Department of Defense and the Army. Talent holds a Bachelor of Arts in psychology from the University of Michigan.
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