Position Description

Resolves customer contact issues by using decision support tools to resolve issues; working with store associates to develop and implement

resolutions; implementing appropriate resolution; providing information to customers; utilizing program quality guidelines and program resources;

authorizing customer compensation to achieve customer satisfaction with issue resolution; and identifying and escalating high impact issues to senior

resolution specialists as necessary.

Enhances customer engagement by researching and resolving ongoing issues; following up with customers on issues; implementing resolutions;

communicating final decisions and resolutions to customers; and gathering and recording customer satisfaction survey ratings.

Represents company image to customers by providing professional, courteous customer service; providing accurate and timely information; reviewing

and appropriately communicating relevant company policies; remaining poised when faced with difficult interactions; and identifying high-visibility

issues and escalating to appropriate corporate business unit (for example, Corporate Security, Legal, Corporate Communications).

Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy;

and applying these in executing business processes and practices.

Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and

recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.

Company Summary

Wal-Mart Stores, Inc. (NYSE: Company) serves customers and members more than 208 million times per week at more than 8,600 retail units under 59 different banners in 15 countries. With fiscal year 2010 sales of $405 billion, Wal-Mart employs more than 2 million associates worldwide.