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 to ensure customers receive their packages on time, as promised. The 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
- 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 and 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 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 with varying and potentially loud noise levels (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’ll be based at one of our last-mile delivery warehouses, where Amazon’s leading logistics system operates.
- As orders are dispatched and delivered, you’ll be in contact with our warehouse associates, delivery partners, and customers.
- Inform delivery partners when a customer needs to reschedule a delivery.
- Identify and resolve delivery issues promptly to ensure a great customer experience without customer contact.
- Develop logistical and customer expertise.
- Connect with customers daily, using your in-depth understanding of our supply chain and local delivery knowledge.
About The Team
Our Customer Service team has a direct impact on Amazon's mission to be Earth’s most customer-centric company. We are an inclusive team that empowers and looks after our people. Our goal is to reduce customer effort by helping them achieve the best results quickly and efficiently. We support our self-service channels to offer expert insights into our customers’ most complex issues. Opportunities exist 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.