Delivery Station Customer Service Associate, DSL

Overview

At Amazon, our mission is to be Earth’s most customer-centric company. We strive to exceed expectations by innovating and providing best-in-class customer support as we expand our logistics products and services, including improving how we fulfill and deliver customer orders. You will work with smart, passionate people building new products and services on behalf of our customers.

Role

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. The role also connects customers with experts who provide the most accurate and up-to-date information about their packages. The work goes beyond fulfilling and delivering orders; it’s about ensuring customer satisfaction.

Responsibilities

• Communicate with customers directly in-person, as well as 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

Working Conditions & 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 environments where noise levels vary and can be loud (hearing protection provided)
• Work in environments where outside weather conditions may cause temperature variation

A Day in the Life

You’ll be based at one of our last-mile delivery warehouses where Amazon’s logistics system operates. As orders are dispatched and delivered, you’ll be in contact with our warehouse associates, delivery partners, and customers when guidance is needed. You’ll inform delivery partners when a customer needs to reschedule a delivery and resolve delivery issues promptly to ensure a great customer experience without the customer needing to contact Amazon.

About the Team

Our mission is to be Earth’s most customer-centric company. The Customer Service team is inclusive and empowering, focusing on customer happiness. We aim to reduce customer effort and help customers get results quickly and efficiently. We support self-service channels with expert insights into complex issues. Opportunities exist in process improvement, customer experience, data analysis, and customer retention. We continually seek ways to improve Amazon’s customer service and need excellent people to make that happen.

Basic Qualifications

• High school diploma or equivalent
• Experience in Customer Service
• Experience using Windows operating systems and Microsoft Outlook
• Ability to effectively prioritize work time to ensure efficiency
• Familiarity with multiple web browsers, database searching, and instant messenger tools

Preferred Qualifications

• Experience understanding performance metrics and using them to measure progress against KPIs
• Bachelor’s degree or equivalent
• Proficiency in verbal and written communication
• Experience working on a merchandising/brand ambassador team for a nationally recognized consumer brand

Equal Opportunity

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Inclusion & Accommodations

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Benefits & Compensation

The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, and 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.

Location & Compensation

USA, NY, East Syracuse — 18.00–25.00 USD hourly