Delivery Station Customer Service Associate, DSL

About the Role

• Contribute to Amazon's mission to be Earth’s most customer-centric company by improving customer experience through in-station real-time, hands-on support.
• Ensure customers receive packages on time, as promised.
• Connect customers with experts for accurate and up-to-date package information.

Key Responsibilities

• Communicate directly with customers in-person, via phone, and email.
• Empathize with and prioritize customer needs.
• Uphold company values and respect every customer.
• Resolve issues and set appropriate expectations with customers.
• Clearly understand and respond appropriately to customer issues.
• Compose grammatically correct, concise, and accurate written responses.
• Approach problems logically and with good judgment to ensure appropriate customer outcomes.
• Make quick and effective decisions on behalf of the customer.
• Work a flexible Full-Time (40+ hours per week) schedule.

Performing The Following Tasks, With Or Without Reasonable Accommodation

• Carry, lift, push, and pull up to 49 pounds.
• Frequently push, pull, squat, bend, and reach.
• Stand and walk during shifts lasting up to 12 hours.
• Work in an environment where the noise level varies and can be loud (hearing protection will be provided).
• Work in an environment where the temperature may vary due to outside weather conditions and is not controlled.

A Day in the Life

• Based at a last-mile delivery warehouse within Amazon’s logistics system.
• Interact with warehouse associates, delivery partners, and customers.
• Inform delivery partners when customers need to reschedule deliveries.
• Resolve delivery issues immediately to ensure a great customer experience.
• Develop logistical and customer expertise.
• Connect with customers daily, utilizing understanding of the supply chain and local delivery knowledge.

About The Team

• Mission: To be Earth’s most customer-centric company.
• Empowering and supportive team environment.
• Goal: Reduce customer effort and provide quick, efficient results.
• Support self-service channels and offer expert insights into complex customer issues.
• Opportunities for involvement in process improvement, customer experience, data analysis, and customer retention.

Basic Qualifications

• High school or equivalent.
• Experience in Customer Service.
• Experience working with computers and Microsoft Office (including Outlook, Word, and Excel).
• Experience prioritizing and managing time effectively in dynamic environments.
• Experience working with computer and web-based tools.

Preferred Qualifications

• Bachelor's degree or equivalent.
• Experience in understanding performance metrics and developing them to measure progress against key performance indicators.
• Experience with written and verbal communication and presentation.
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand.