DESCRIPTION
At Amazon, our mission is to be Earths most customer-centric company. To achieve this goal, we strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services including improving how we fulfill and deliver customer orders. Were making history and the good news is that weve only just begun. At Amazon you get to Work with smart, passionate people who are building new products and services every day on behalf of our customers. As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages. The work is beyond fulfilling and delivering customer orders; its making sure we put smiles on customers faces.
Key job responsibilities
As a Delivery Station Customer Service Associate, you will be responsible for:
Communicating with customers directly in-person, in addition to communicating via phone and email
Empathizing with and prioritizing customer needs
Upholding company values and respecting every customer
Resolving issues and setting appropriate expectations with customers
Clearly understanding and responding appropriately to the issues that customers present
Consistently composing grammatically correct, concise, and accurate written responses to customer issues
Approaching problems logically and with good judgment to ensure the appropriate customer outcome
Making quick and effective decisions on behalf of the customer
Working a flexible Full-Time (40+ hours per week) schedule
Performing the following tasks, with or without reasonable accommodation
Carry, lift, push and pull up to 49 pounds
Frequently push, pull, squat, bend and reach
Stand and walk during shifts lasting up to 12 hours
Work in an environment where the noise level varies and can be loud (hearing protection will be provided)
Work in an environment where the temperature may vary due to outside weather conditions and is not controlled.
A day in the life
Youll be based at one of our last-mile delivery warehouses, where Amazons leading logistics system operates. As orders are dispatched and delivered, youll be in contact with our warehouse, associates, delivery partners and customers when they need guidance. Where a customer needs to reschedule a delivery, youll be informing our delivery partners. Where you notice a delivery issue, youll get to work resolving it straight away, so that our customers get a great experience every time without having to contact Amazon. Operating at the heart of Amazons logistics, youll develop logistical and customer expertise that sets Amazon apart. Youll connect with our customers every day, using your in-depth understanding of our supply chain and local knowledge of delivery connections and warehouses.
About the team
Our mission is to be Earths most customer-centric company, and few departments have as direct an impact on that mission as our Customer Service team. We're an inclusive team who empower and look after our people, so they have the time and energy to focus on our customers happiness. Our goal is to reduce customer effort every way we can, helping them get the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers most complex issues. Within Customer Service, there are opportunities in process improvement, customer experience, data analysis and customer retention. The CS team is always looking for ways to make Amazons customer service even better, and we need excellent people to make that happen.
We are open to hiring candidates to work out of one of the following locations:
Livermore, CA, USA | Virtual Location - CA
BASIC QUALIFICATIONS
High School or equivalent diploma
Previous experience in Customer Service
Ability to effectively prioritize work time to ensure efficiency
Experience with Windows Operating Systems and Microsoft Outlook
Familiarity with multiple web browsers, data base searching and instant messenger tools
PREFERRED QUALIFICATIONS
Bachelor Degree or equivalent work- related experience
Proficiency in verbal and written communication skills
Experience in understanding performance metrics and developing them to measure progress against key performance indicators
Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $34,900/year in our lowest geographic market up to $59,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
