Call Center Representative - Amazon

Northwest Center•Seattle, WA

9d•$22 - $27•Onsite

About The Position

The Call Center Representative is responsible for handling incoming calls and is the first contact customers have with the Amazon.com corporate resource line by phone. We act as a liaison by providing callers with the information and resources they need, while providing a memorable customer centric experience and are required to maintain confidentiality of Amazons internal and external customer data. Our ideal applicant is someone who enjoys engaging with people. Who knows the importance of patience and active listening. That is comfortable with de-escalation and cares about the customer experience. We are a team that is focused on building a culture that celebrates our differences and diversity; creating a safe space for growth and development. Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally We take care of you, so you can focus on delivering 5-star customer service and supporting the NWC Mission.

Requirements

Minimum 1-year Customer Service experience
1-2+ years call center experience required
Successful candidates will possess a strong commitment to customer service
Ability to talk on the phone using a clear and audible speaking voice
Strong conflict resolution, critical thinking, de-escalation and problem-solving skills
Ability to make quick and accurate decisions under pressure
Excellent interpersonal skills and the ability to interrelate with the community, management and employees
Ability to communicate effectively verbally with the community, management, vendor partners and employees
Ability to write concise correspondence with all levels of management, vendor partners and employees
Ability to work independently with limited supervision
Ability to type 40 WPM
Proficiency with Windows, Excel and Outlook e-mail
Experience with multi-line phone systems
Ability to sit for up to 8 hours at a time
Ability to lift and/or carry up to 10lbs
Ability to communicate verbally for majority of day
Ability to work in a dog friendly campus; any allergies may impede performance
High School Diploma or GED required

Responsibilities

Answer between 100-200 incoming telephone calls daily
Proven excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail required
Must excel in a team-based environment with a positive attitude; be comfortable with ambiguity and have the ability to be flexible
Respond to inquiries by gaining clarifying information, determining the caller’s need and providing the customer with the appropriate resource or transferring caller to the necessary employee or department
Keep detailed record of call metrics according to standard operating procedure
Maintain and audit call center equipment to include: phones, headsets, computers, and logs regularly. Immediately report any issues or discrepancies to Supervisor
Uphold team’s qualitative and quantitative standards
Maintain communication with Supervisor, keeping them informed of significant issues and/or call escalations.
Create workplace tickets for any facility issues brought to NWC’s attention.
Be technologically proficient in utilizing company-assigned computers and phone equipment

Benefits

Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
17 Accrued Paid Time Off Days Annually
Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
Retirement 401(K) with a company match
Company-Provided Orca Pass – Unlimited use
Employment Assistance Program (EAP) via Spring Health
Mental Wellness Program including six free therapy sessions per year
Opportunity for career development with our NWC Mentorship Match program
Wellness Reimbursement Program - $25/month
Student Loan Contribution Program - $50/month
Pet Insurance Discount Program