CS Delivery Station Liaison , DSL

About the Role

At Amazon, our mission is to be Earth’s most customer-centric company. As a Delivery Station Customer Service Associate, you will help improve the customer experience by providing in-station real-time, hands-on support to ensure our customers receive their packages on time, as promised. This role will also help connect customers with experts who can provide them the most accurate and up-to-date information about their packages.

Key Responsibilities

• Communicating with customers directly in-person, via phone, and email.
• Empathizing with and prioritizing customer needs.
• Upholding company values and respecting every customer.
• Resolving issues and setting appropriate expectations with customers.
• Clearly understanding and responding appropriately to customer issues.
• Consistently composing grammatically correct, concise, and accurate written responses.
• Approaching problems logically and with good judgment to ensure the appropriate customer outcome.
• Making quick and effective decisions on behalf of the customer.
• Working a flexible Full-Time (40+ hours per week) schedule.

Physical Requirements

• 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.
• Work in an environment where the temperature may vary due to outside weather conditions and is not controlled.

A Day in the Life

You’ll be based at one of our last-mile delivery warehouses. As orders are dispatched and delivered, you’ll be in contact with our warehouse associates, delivery partners, and customers when they need guidance. You will inform delivery partners when a customer needs to reschedule a delivery. You will resolve delivery issues directly to ensure customers have a great experience without having to contact Amazon.

Requirements & Tech Stack

• 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

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