A mission that will make you proud

Description

• Competitive and affordable Medical (including hearing & hardware coverage!), Dental, Vision, Disability, and Life Insurance 
• 17 Accrued Paid Time Off Days Annually
• Additional 11 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Company-Provided Orca Pass – Unlimited use
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Opportunity for career development with our NWC Mentorship Match program
• Physical Wellness Reimbursement Program - $25/month
• Student Loan Contribution Program - $50/month
• Pet Insurance Discount Program

• Provide day-to-day direction and leadership to the reception team, including temporary workers.
• Ensure appropriate staffing levels within Amazon buildings, making sure staff are on-site and prepared for operations at scheduled start times.
• Communicate employee callouts to leadership. Provide coverage at the desks as needed.
• Ensure program service level agreements and operation standards are met or exceeded, inclusive of staffing levels, email response times, and overall customer satisfaction. 
• Develop employee work schedules and coordinate break coverage to ensure the best use of resources. Sit at the desk covering receptionist duties approximately 20% of the time.
• Lead and participate in additional project-related work, delegating as needed.
• Become the subject matter expert of all building operations including, but not limited to: security access levels, facility procedures, vendor points of contact, and escalation processes.
• Develop and maintain a proficiency in systems necessary to run a reception desk (Lenel, RightCrowd, Smartsheet, etc.)
• Learn & maintain strong working knowledge of company products and services. Offer technical support and information to team members.

• Responsible for employee growth through the development of individualized goals and the creation of training plans to ensure employees achieve the established goals.
• Responsible for training new receptionists in all administrative and customer support procedures.
• Responsible for staff performance ensuring that all procedures, processes and policies are understood and followed. Following up with corrective employee conversations as necessary related to employee performance, including additional leadership as necessary.
• Maintain a consistent presence in building lobbies to audit work, observe interactions and provide support to staff.
• Assist management in interviewing, hiring, and termination discussions.
• Contributes to a positive work environment that encourages retention and talent.
• Work collaboratively across the organization with different job levels and department.
• Foster a spirit of teamwork and unity that allows for disagreement over ideas and expeditious conflict resolution.

• Provide elevated customer support for callers, visitors, community members, vendor partners, and all guests entering Amazon space.
• Handle escalated situations with callers, visitors, community members, vendor partners, and guests.
• Maintain cleanliness and overall visual presence of lobby and back-room storage ensuring they are cleaned, organized and stocked as necessary.
• Attend regular team meetings to discuss updates, concerns, and ideas with leadership.
• Act as liaison between Northwest Center, Amazon and other vendors to ensure continuity across campus locations

• Minimum 3 years of customer service or administrative support experience. 
• 2+ years of proven experience as a supervisor or similar management role.  
• Advanced computer skills in MS Office. 
• Proficiency in Microsoft Office and Smartsheet, as well as the ability to learn and maintain proficiency in other software. 
• Ability to practice a high level of confidentiality.
• Interpersonal skills to effectively motivate others.
• Detailed oriented & thorough, with ability to see the “big picture.”
• Associates’ degree  
• Passion to foster an inclusive and diverse culture through initiatives, training & education, communications, and implementing optimizations based on high-level goals.
• Responds calmly and professionally to emergencies, angry customers, or other stressful situations in the workplace.
• Attention to detail and accuracy.
• Identifies or assists in identifying alternative solutions to problems or situations.
• Regularly seeks new and improved methodologies for enhancing the effectiveness of organization. Employs imagination and creativity in the application of duties and responsibilities. Is not averse to change.
• Must be able to relocate to multiple sites throughout each day via company provided shuttle.
• Must be able to frequently carry and lift a backpack containing a laptop and other supplies, up to 50 pounds.
• May need to carry supplies to other buildings.
• Combination of desk and actively visiting several Amazon buildings - the ability to walk consistently within a 1.5 radius daily is required.
• Ability to read, write, speak and comprehend the English language.
• Ability to work a flexible schedule to meet the needs of the business, including occasionally arriving early, staying late on a moment’s notice and occasional evening and weekend shifts.
• This is a dog friendly environment with over 1000 dogs on campus. Individuals with dog allergies or those who do not particularly care for dogs may not be the best fit.