CS Associate

Would you like to work for a global organization? Amazon.com is the world's leading internet retailer and is currently hiring for our Customer Service Department. Are you ready to try something new? Amazon.com may be the place for you!

We offer:

$9.00/hr

Casual Dress Code

Employee Discount on Amazon.com purchases

NO Telemarketing, collections, or cold-calling

All inbound calls and email correspondence

Responsibilities: Provides timely accurate and professional customer service to all Amazon.com customers (can include associates, partners, auction buyers and sellers, and internal customers).

General Summary of CSA duties/responsibilities:

Demonstrates clear and polite written and oral communication.

Escalates customer issues appropriately and correctly. Demonstrates timely accurate and professional customer service.

Maintains a positive and professional demeanor and portrays the company in a positive light.

Demonstrates knowledge and use of departmental resources, policies and procedures.

Answers messages in authorized email queues as directed by Workflow and Area Manager.

Understands and correctly uses Customer Service Tools.

  Maintains acceptable call lengths and email handle time, while remaining friendly and informative.

Maintains productivity (currently measured in Contacts per Hour -CPH) at or above published standard for skill group.

Utilization (defined as number of hours spent in production work divided by total hour paid) should be no less than 70%.

Creatively problem solves and troubleshoots customer concerns/issues.

All contacts should meet Amazon.com expectations for quality.

Maintain quality (currently measured in Expressed Dissatisfaction Rate - EDR) at or below published standard for skill group.

Logs in on time; logs out not before the end of scheduled shift.

Utilizes multi-line phone to conduct daily activities.

Staffs entire phone shift and "aux codes" correctly for all breaks, meals, meetings and events.

Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions.

Demonstrates appropriate sense of urgency for email response times and phone service levels.

All other duties as assigned

REQUIREMENTS


Position Requirements:

High school diploma or equivalent

Two or more years experience with customer service preferred

Basic computer & internet/email knowledge required