Delivery Station Customer Service Associate, DSL
Amazon
About the Role
As a Delivery Station Customer Service Associate at Amazon, you will help improve the customer experience by providing in-station real-time, hands-on support. Your role will involve ensuring customers receive their packages on time and connecting them with experts for accurate package information.
Key Responsibilities
- Communicate with customers directly 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.
- Consistently compose grammatically correct, concise, and accurate written responses.
- Approach problems logically with good judgment to ensure the appropriate customer outcome.
- Make quick and effective decisions on behalf of the customer.
- Work a flexible Full-Time (40+ hours per week) schedule.
Physical 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.
Day in the Life
You will be based at a last-mile delivery warehouse, operating at the heart of Amazon's logistics. You'll be in contact with the warehouse, associates, delivery partners, and customers when they need guidance. This includes informing delivery partners when customers need to reschedule deliveries and resolving delivery issues to ensure a great customer experience without requiring customer contact with Amazon. You will develop logistical and customer expertise, connecting with customers daily using your understanding of the supply chain and local delivery knowledge.
About The Team
The Customer Service team's mission is to be Earth's most customer-centric company. They are an inclusive team that empowers and supports its members to focus on customer happiness. Their goal is to reduce customer effort by helping customers get the best results quickly and efficiently, supporting self-service channels and offering expert insights into complex customer issues. Opportunities exist in process improvement, customer experience, data analysis, and customer retention.
Requirements & Tech Stack
- 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
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