Escalations Specialist

Job Description:

We are seeking skilled and articulate applicants with a desire to work directly with customers, law enforcement, and drivers to mitigate security and operational risks and bring them to successful resolution in support of our Shipping and Delivery Support (SDS).

The SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions including US, CA, MX, UK, India, and many countries within EU. It ensures hassle-free and timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers.

The applicant will exemplify the Amazon Customer Service goal to be Earth's most customer-centric company by solving driver and customer problems appearing throughout all delivery experiences.

This unique role handles law enforcement, customer, and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.

The role will be located at our Global Security Operations Center (GSOC). The GSOC provides global crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon's regional locations.

Key Job Responsibilities:
• Support drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents that could occur during delivery of customer orders.
• Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers.
• Quickly resolve any potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager, or Assistant Crisis Operations Manager.
• Shift work will be required, potentially to include nights, weekends, and Public Holidays.

A Day in the Life:

The Escalations Specialist will intake last mile emergency incidents that impact operations, life/safety, and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.

About the Team:

The Global Emergency Escalations team consists of Escalations Specialists operating in 14 different languages supporting last mile deliveries globally, consisting of Crisis Managers and Escalation Specialists. They intake incidents assisting reporting parties that included customers, community members, law enforcement, and delivery drivers.

BASIC QUALIFICATIONS:
• 3+ months of customer service experience/Operation Call/Command Center work environment
• 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Experience multitasking, including answering multiple phone lines, prioritizing e-mail, instant message, and ticket-related communication, and communicating clearly within a command center environment
• Typing skills at 35 words per minute with high accuracy
• Knowledge of working over the internet and successfully navigating websites

PREFERRED QUALIFICATIONS:
• Bachelor's degree – Preferably in Criminal Justice, Political Science, Crisis Management, or Business Administration
• Exude patience and ownership with each customer
• Experience in resolving conflicts and setting appropriate expectations with customers
• Experience providing crisis management triage
• Exemplary performance record, particularly with regard to quality & productivity
• Experience working in fast-paced environments and managing workload even during times of stress or escalated activity
• Demonstrates effective, clear, and professional written and oral communication and attention to detail
• Demonstrates effective communication, composure, empathy, and a positive professional attitude
• Customer Focus – Experience in approaching problems logically and with good judgment to ensure the appropriate customer outcome

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