Customer Service Associate (Rolling Intake)

This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through mail, chat and phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.

Amazonians have the following skills:

Communication Skills

• Excellent communication skills (written and verbal)
• Ability to communicate correctly and clearly with all customers
• Good comprehension skills – ability to clearly understand and state the issues customers present
• Work successfully in a team environment as well as independently

Computer Knowledge/Skills:

• Ability to use a desktop computer system
• Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer
• Excellent typing skills
• Demonstrates understanding of the Internet, Amazon.com website, and competitor websites
• Ability to successfully adapt to changes in the work environment

Customer Focus:

• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathize with and prioritize customer needs
• Demonstrates conflict resolution, negotiation, and de-escalation skills
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary
• Ability to determine customer needs and provide appropriate solutions
• Flexible with the working schedule; may be expected to work weekends, holidays and events
• Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season

Problem Solving Skills:

• Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
• Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.