ART Misc.

Contacts

100

_{What are 3 of the 11 most common contact Reasons?}

LIT, LAD, MI, Returns Abuse, Why Cancel, Account Closures, IEB, Damaged Items, Greyed out Refunds

200

What is required to be in your notes to be considered correct notation?

ART; Order #:; Contact Type:; Contact Reason:; Research (IE No LA No RA, LA no RA):; Tracking/Photo Information:; Resolution:; TOV Information(if applicable):

300

Who would you escalate to for help with Refunds Over $1,000; Approval for account closure; Suspicious Marketplace Sellers; Tires – Manual refund needed

ACE(offline email)

400

Who would you escalte to for help with Other Fraud Types (E.g., account take over (ATO), Gift card abuse, vulnerable customers abuse, store scams).

Risk

500

_{We cannot action orders until what time on the day that the 48-hr window expires?}

8pm

Policies & Guidelines

100

_{Which policy states you must take a at least a 30min lunch if you more than 6hrs straight?}

Rest Breaks, Meal Period and Days of Rest Policy

200

_{This must be TM approved to have cancelled per its guideline?}

VTO

300

_{In order to not receive a NCNS. The attendance policy states you must report your absence when?}

Before the start of your shift.

400

_{According to discretionary time off guidelines. You may request discretionary time off up to how many days in advance?}

30days

500

_{WFH policy states the minimum upload and download Mbps be what on your internet?}

25Mbps download and 5Mbps Upload. 

Offline

100

When you are looking at Order numbers, metrics, history, Incidents/Notes, Tracking information you are in what system?

CCA

200

_{Batched orders can be seen here.}

Dispatcher

300

This order must say Lost in transit in the signature line to be considered lost in transit.

Freight Orders

400

If found valid and you are not able to perform the refund for Online Tire order. You will sent an offline ticket to whome?

Billing/Payments

500

_{AHT for FY27 is how many seconds for succsessful range?}

481sec-540sec

General

100

_{I am the tech code that you will use when there is an issue with your Walmart equipment.}

SYSW

200

_{What is the correct AUX to use to let WFM know it is your Professional Development time.}

Career Development Time

300

_{What are the steps to follow for submitting PTO?}

_{Check your balance>submit PTO in NICE> (if approved in NICE)>Take a screenshot send to TL> GO STRAIGHT TO GTA to submit PTO to pay yourself for that day.}

400

_{What are our 4 core values?}

Respect for the individual; Act with Integrity; Service to the Customer; Strive for excellence

500

_{How can you be logged out of MAX before reliability is effected}. 

2mins or less

Expectations

100

I am your main line of communication. I should not be muted or covered to where i am unable to be seen.

TEAMS

200

_{What are the 6 different reasons i require either a side message or email from you?}

_{Anytime GTA punch update(FOLLOWING THE TEMPLATE); PTO/DT requests; Reliability discrepancies; OT worked (when approved); VTO with approval; Leaving early.}

300

_{WFH policy requires you to communicate any tech issues within 5mins of the issues starting. What should you be placing in our tech chat to ensure your TL is aware of what is going on.}

Tag TL; Tech issues; Troubleshooting Steps taken; Needing further assistance.

400

_{This i would use if my tech time was no longer than 30mins}.

Troubleshooting

500

_{If troubleshooting is ALWAYS used for the first 30mins of tech time. I would use either of these codes for 31mins and after.}

SYSW or SYSP