Call Center Representative for Northwest Center Services @ Amazon

Administrative Seattle, Washington


Description

Join the Northwest Center Services team at Amazon!  

Position Summary:

We are here to provide professional 5-star customer service. The Call Specialist is the first contact customers have with Amazon.com by phone. We act as a liaison by providing callers with the information and resources they need, while providing a memorable customer centric experience. Hours of operation are 7:30 am to 6:00 pm Monday through Friday.

Essential Functions:

Frequent

· Open and close call center location, making sure the area is clean and organized and confidential material is locked up.

· Answer upwards of 100 incoming telephone calls daily.

· Maintain a high level of 5 star customer service and professionalism to a wide range of customers.

· Respond to inquiries by gaining clarifying information, determining the caller’s need and providing the customer with the appropriate resource or transferring caller to the necessary employee or department.

· Keep detailed record of call metrics according to standard operating procedure.

· Maintain and audit call center equipment to include: phones, headsets, computers, and logs regularly. Immediately report any issues or discrepancies to Supervisor.

· Respond to all e-mails sent by Supervisor, Manager or Director acknowledging you received, read and understand the content if it is requested.

· Maintain appropriate levels of needed supplies. Report to your Supervisor when supplies need to be ordered.

· Uphold team’s qualitative and quantitative standards.

Occasionally

· Immediately report any suspicious calls or circumstances to BAC, NWC supervisors and GREF via a Significant Event Form.

· Maintain communication with Supervisor, keeping them informed of significant issues and/or call escalations.

· Create workplace tickets for any facility issues brought to NWC’s attention.

Job Specifications:

Education/Certification:

· High School Diploma or GED required.

· Some College preferred (but not required).

Experience:

· Minimum 1-year Customer Service experience

· Minimum 1-year Call Center experience  (required).

Skills & Abilities:

· Successful candidates will possess a strong commitment to 5-star customer service.

· Ability to talk on the phone using a clear and audible speaking voice.

· Ability to respond tactfully, deescalate difficult calls and provide the caller the best resource to resolve their issue.

· Strong conflict resolution, critical thinking, and problem solving skills.

· Ability to make quick and accurate decisions under pressure.

· Excellent interpersonal skills and the ability to interrelate with the community, management and employees.

· Ability to communicate effectively verbally with the community, management, vendor partners and employees.

· Ability to write concise correspondence with all levels of management, vendor partners and employees.

· Ability to work independently with limited supervision.

· Ability to maintain a professional demeanor at all times.

· Ability to understand, interpret and follow Amazon’s Policies and Procedures.

· Flexibility in working between the hours of 7:30am and 6:00pm.

· Ability to type 40 WPM.

· Proficiency with Windows, Excel and Outlook e-mail.

· Experience with multi-line phone systems.

Contact with Others:

· The Call Specialist’s primary customer base includes external callers, internal employees, security personnel, maintenance, contractors, and all levels of Amazon.com management.

Supervision Received:

· Able to work independently.

· Daily communication with supervisors.

· Ongoing training on new policies and procedures.

· Frequent feedback provided by supervisors including formal and informal One-on-Ones.

Working Conditions and Physical Demands:

· Ability to sit for up to 3 hours at a time.

· Ability to lift and/or carry up to 10lbs.

· Ability to communicate verbally for majority of day.

· Amazon is a dog friendly campus, any allergies may impede performance.


At Northwest Center, we do not just accept diversity and inclusion — we celebrate it, we support it, we live it and we flourish in it for the benefit of our employees, the community, and our clientele. It is our belief that our strength lies within our diversity and the forward motion towards a day when people of all abilities can learn and work together. We are proud to be an equal opportunity workplace. 
 
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