C2 Customer Service Specialist

Job description

DESCRIPTION

*This role is located in Seattle, Washington*

The Customer Connection Customer Service (C2CS) team strives to inspire Amazonians to put the customer at the heart of every decision that they make. We use customer anecdotes to relentlessly advocate on behalf of customers and drive defect elimination in order to support our mission to be Earth's Most Customer-Centric Company.
We are seeking a bright, articulate, self-starter with a desire to contribute to world class customer service by being an owner and helping us fulfill our mission to deliver timely, accurate and professional customer service to all Amazon customers. This vital position requires an action-orientated, flexible problem-solver who will assist customers in resolving any and all customer facing problems, including both external and internal customers. A C2 CSA will also be an owner in customer effort reduction by leading and contributing to cross functional projects with an effort to leverage the Voice of our Customers to drive strategic solutions.
The ideal Amazonian will demonstrate the ability to work independently with the utmost of professionalism, integrity, and dependability. An Amazonian has a bias for action and is strongly self-motivated not only to take great care of our customers, but also to proactively identify systemic issues that need to be resolved to prevent future customer concerns (Amazonians don't pass the buck when it comes to customer issues). Finally, an Amazonian is supremely internet savvy and has high technical aptitude when it comes to online tools and research and has a passion for continuous learning.
As a C2 CSA, you will be responsible for the following:
Customer Focus:
·  Handle customer contacts as an input to driving defect elimination via multiple contact channels (phone, chat, and email) and business types
·  Be a Subject Matter Expert (SME) for a respective business unit and feel confident speaking on behalf of the CS network
·  Exude patience and ownership with each customer
·  Relentlessly advocate for the customer experience by challenging the status quo and providing feedback to Amazonians
·  Consistently achieve/exceed weekly productivity and quality standards. Communication Skills:
·  Lead leaders through brainstorming and feedback sessions with the intent of eliminating downstream defects for our customers
·  Comfortable presenting in front of large and small groups of various tenure and level while driving a defect elimination thought model Project Management Skills:
·  Take ownership of multiple projects and be able to prioritize and manage one's own time
·  Dive deep into data and pair with customer anecdotes to drive change for our associates and customers
·  Manage several engagements and deliver results within a fast paced, constantly changing environment Ability to work overtime when needed.

Desired profile

BASIC QUALIFICATIONS

Basic Qualifications:
·  High School Diploma or equivalent
·  1+ years in a service environment dealing with the public
·  Proficient in Microsoft Office (Word, Excel, PowerPoint, etc.)
·  Excellent interpersonal skills, with the ability to communicate and present complex issues correctly and clearly to both internal and external customers
·  Ability to effectively manage time, and individually prioritize multiple tasks of competing priority
·  Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality Preferred Qualifications:
·  College Degree
·  3+ years as a customer service professional in a call center environment
·  Experience with Lean Six Sigma methodology
·  Experience with data manipulation and aggregation using Excel
·  Experience working with multiple stakeholders to lead process improvement initiatives with the end customer in mind Amazon is an Equal Opportunity-Affirmative Action Employer – Minority/Female/Disability/Vet