Escalations Specialist - Spanish, Worldwide Operations Security (WWOS)

Key job responsibilities

• Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customer’s orders.
• Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers).
• Quickly resolves any potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager, or Assistant Crisis Operations Manager.
• Shift work will be required, potentially to include nights, weekends and Public Holidays.
• We are open 24 hours and day and 7 days a week

A day in the life

The Escalations Specialist will intake both last mile and under the roof emergency incidents that impact operations, life/safety, and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.

Basic Qualifications

• High school or equivalent diploma
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• 3+ months of customer service experience/Operation Call/Command Center work environment
• Typing skills at 35 words per minute with high accuracy

Preferred Qualifications

• Demonstrates effective, clear and professional written and oral communication and attention to detail
• Demonstrates effective communication, composure, empathy, and a positive professional attitude