Customer Service Specialist – Amazon Jobs

Job Type: Customer Service Specialist from home
Location: New York work from home
Company: Amazon

Amazon now lets you choose from three different ways to work: in-office, hybrid, and remotely.

• In Office: Employees will work in an Amazon building where they will have an office and a desk. Employees will have to live close enough to their office that they can get there on their own.
• Hybrid: Employees will have to live within a reasonable distance of the office they are assigned to, but they will be able to work from home or the office on a regular basis. Employees who work in a “hybrid” way will have to go to their assigned office at least once a week. When they are in the office, these workers will use agile seating.
• Remote workers: Employees must live in the US, and their work will be synchronized with an AWS office based on their time zone. They don’t have to go to an office every day. Remote workers can come into an office for important trainings, meetings, and team-building events if they need to. When they are in the office, these workers will use agile seating.

The AWS Customer Service team helps a wide range of outside customers understand how AWS’s Cloud Computing Services can help them and what they can do with them. This team’s main job is to handle the most serious customer issues that have been brought to the attention of Amazon or AWS leaders and executives. We help customers with questions about their accounts and bills, and we talk to other Amazon departments to share the customer’s point of view and fix long-term problems.

As an Executive Customer Relations Specialist, you will be in charge of multiple workflows and will need to use critical thinking to solve very complicated issues that come from executives, Amazon and AWS leaders, and front-line teams. To solve these complicated problems, you need to dig deep to find out why customers are having problems, what policies are in place, how internal teams are communicating, and more. ECR is also a link between CS and non-CS teams, so you will know a lot about a wide range of services and tools that are available to both internal and external customers. You will help other departments solve high-impact, time-sensitive problems as quickly as possible.

Responsibilities:

• Give excellent customer service for billing, account access, and authentication questions, as well as general resource management, while keeping customer data safe.
• Know how to move through a confusing situation when solutions aren’t clear or don’t exist yet.
• Help with customer communication during AWS critical launches and support events • Take responsibility for developing and keeping up-to-date detailed knowledge of internal reference pages
• Have strong relationship-building skills that will help you influence peers and internal teams. • Be able to work well on your own.
• Write summaries of complicated, ongoing customer issues for executives and CS leadership.
This job does need someone who can work on the weekends and/or in the evenings.

How the team works

• Culture of the Whole Team
• Here at AWS, we are all different, and we like that. We are committed to making our culture of acceptance even better. We have ten employee-led affinity groups that reach over 40,000 employees in over 190 chapters around the world. We offer unique benefits and host learning opportunities every year and all the time, like our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s 16 Leadership Principles, which remind team members to look for different points of view, learn and be curious, and earn trust, reinforce the company’s culture of inclusion.
• Work and life balance
• Work-life balance is very important to our team. It doesn’t matter how much time you spend at home or at work; what matters is the flow you create that gives energy to both. We think it’s important to find a good balance between your personal and professional life if you want to be happy and fulfilled for the rest of your life. We give you the freedom to choose your own work hours, and we want you to find a good balance between work and your personal life.
• Career Growth and Mentorship
• Our team’s main goal is to help new members. We have a wide range of experience levels and lengths of time with the company, and we’re building a culture that encourages sharing knowledge and helping each other out. We care about your professional growth, so we try to give you projects that will help you become a more well-rounded professional and give you the skills you need to take on more difficult tasks in the future.

Requirements:

BASIC QUALIFICATIONS

• At least two years of technical experience working with computers and technology parts
• Worked in the Customer Service/Contact Center industry for at least two years. • Showed working knowledge in at least one technology domain (cloud computing, internet, network, software, security, account management, Amazon services).
• Diploma from high school or GED.

PREFERRED QUALIFICATIONS

• Experience in both technical support and escalation situations.
  *Expertise with MS Office, especially Excel.
• A desire to get into the details of a process to solve problems for customers.
  *A track record of doing well in a fast-paced support environment.
• Proven knowledge of Web technologies and the Internet. * Ability to do research quickly and effectively.
• Have experience working with different teams in the same company.

The range of pay for this job is $66,200–$115,900 per year. Pay is based on the market location and may vary based on knowledge, skills, and experience related to the job. Depending on the job, the compensation package may also include a sign-on bonus and restricted stock units, as well as a full range of medical, financial, and/or other benefits. Applicants should use Amazon’s internal or external careers site to send in their applications.

Amazon is committed to having a workplace that is open to everyone. Amazon is an equal opportunity employer and does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status.

According to the Los Angeles Fair Chance Ordinance, we will hire qualified people who have been arrested or convicted in the past.

According to the San Francisco Fair Chance Ordinance, we will hire qualified people who have been arrested or convicted in the past.

In New York City, workers who do work in person or interact with the public as part of their job must show proof that they have been fully vaccinated against COVID or ask for and get approval for a reasonable accommodation, such as a medical or religious one.