Delivery Station Customer Service Associate, DSL

Key job responsibilities

• Communicate with customers directly in-person, in addition to communicating via phone and email
• Empathize with and prioritize customer needs
• Uphold company values and respect every customer
• Resolve issues and set appropriate expectations with customers
• Clearly understand and respond appropriately to the issues that customers present
• Consistently compose grammatically correct, concise, and accurate written responses to customer issues
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Make quick and effective decisions on behalf of the customer
• Work a flexible Full-Time (40+ hours per week) schedule

A day in the life

• Based at one of our last-mile delivery warehouses
• Contact with Amazon’s warehouse, associates, delivery partners, and customers when needed
• Inform delivery partners when a customer needs to reschedule a delivery
• Resolve delivery issues immediately to ensure customers have a great experience
• Develop logistical and customer expertise within Amazon’s logistics system
• Connect with customers daily, using deep understanding of supply chain and local warehouse knowledge

About the team

The mission is to be Earth’s 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 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 Amazon's customer service even better, and we need excellent people to make that happen.

Basic Qualifications

• High school or equivalent
• Experience in Customer Service
• Experience using computers and Microsoft Office tools such as Outlook, Word, Excel, and PowerPoint
• Experience prioritizing and managing time effectively in dynamic environments
• Familiarity with multiple web browsers, database searching, and instant messenger tools

Preferred Qualifications

• Bachelor's degree or equivalent
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators
• Proficiency in verbal and written communication skills
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand