Qualified candidates must have their permanent residency in one of these states: Delaware, Kansas, Kentucky, New Hampshire, New York, North Dakota, Oregon, Washington (state) or West Virginia. This position offers the opportunity to work from home in any of these states.
Customer Service Managers set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature.
Overall responsibilities include:
Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience
Developing and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality
Hire, lead, and develop a team of ~20-25 associates. Responsible for the overall direction, coordination, motivation, and and evaluation of the team
Carry out the supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts, and managing risk for Amazon.
The Manager must communicate policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Understanding and use of Customer Service and Company systems and understanding and control of department functions and procedures
Development, analysis and improvement of new strategies and procedures. The Manager will have the ability to develop, plan, and implement short- and long-range goals.
Basic project development, management, and implementation at the site and network level.
Basic Qualifications
Bachelor's degree from an accredited university
2+ years people management experience
Project Management experience
Direct experience in Customer Service in a call center, retail or hospitality environment
Preferred Qualifications
MBA or similar strongly preferred
Knowledge of Six Sigma/Lean Processes
Strong communication and leadership skills
Ability to be flexible in shift assignments and work areas
Able to work in an ambiguous, ‘Internet-speed’ environment
Absolute passion for ensuring a great customer experience with every contact
Exceptional skills in data manipulation and analysis
Prior experience with managing hourly and salaried employees in a virtual or distance learning environment
Amazon offers including comprehensive health care, 401(k), restricted stock units, amazing growth potential, and a challenging and exciting work environment. Every day is about working hard, having fun, and making history – come join us!
