Description

The Amazon Autos Customer Service team is looking for individuals to join our team who are Customer Obsessed and passionate about improving the customer experience. In this role you will handle escalated and egregious customer experience issues and drive process improvement projects to eliminate root cause defects. Sr. Customer Success Specialists resolve the most complex customer issues and use the customer’s voice as a compass to identify the root cause and create lasting solutions for the defects in our systems and processes. The team partners with the broader business to drive improvement, taking proactive measures to ensure the best customer experience.

As an Sr. Customer Success Specialist, you will have the opportunity to influence teams outside of CS and advocate for Autos customers by surfacing the pain points they face, and owning customer mitigation and root cause defect. On a regular basis, you will collaborate with multiple Autos workstreams (e.g., Product, Account Management, Dealer Support, Legal, Learning and Development) and other business teams for input on solving customer issues both in direct customer interactions and customer-facing messaging creation.

Key job responsibilities

• Receive escalations from Tier 1 and Tier 2 front-line agents, including live customer contacts and/or internal and external business partners

• Effectively manage a portfolio of cases, prioritizing work as appropriate while meeting service level agreements (SLAs)

• Build detailed customer contact timeline, identify defects leading to the escalation and engage with stakeholders to finalize the root cause analysis and corrective/ preventive measures.

• Raise coaching requests and coordinate with CS for corrective actions/closure within the defined SLA.

• Focus on creating scalable, innovative solutions for current or new opportunities found through listening to customer feedback.

• Draft executive level summaries in a narrative style format, conduct 5 why analysis of the defects along with the corrective and/or preventive measures.

• Identify defects, assess scope of the issue, frame a problem statement by analyzing customer contact data and collaborate with POCs for improving or simplifying customer experience.

• Identify potential brand risk basis customer contacts or escalations and consult Legal/ PR team for guidance on CS strategy.

• Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, and adherence to company policies and a bar raiser on customer delight.

About the team

Amazon Autos is a new business aimed at improving the car-buying experience for Customers. Amazon Customers can now search for and view vehicles for sale in their local area, across multiple brands, with no-haggle pricing and lending, and have confidence the vehicles are in-stock. When the customer is ready to purchase a specific vehicle, they can complete the transaction on Amazon.com from the comfort of their home knowing they received a fair price and best available interest rate.

The Amazon Autos Customer & Seller Support (AACSS) team is positioned to deliver world class Customer Service and Seller (Dealer) Support.

Basic Qualifications

• 1+ years experience in automotive customer support industry

• 4+ years experience in front-line customer service, customer service escalations management.

• Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.

• Detail-oriented, analytical, proactive approach to problem-solving and identification.

• Superior written and verbal communication and possess confidence to engage with the senior leadership in a time efficient manner. The incumbent should be able to write narratives that will be presented to senior leadership.

• Strong interpersonal skills and ability to influence without authority on shared goals.

• Flexibility in work hours based on scheduling needs and customer demands

Preferred Qualifications

• Bachelor's degree from an accredited program or 2+ years previous Amazon experience

• Project management experience including project management tools like Asana and Playbook.

• Experience with data analysis and data visualization using tools like Excel, Quicksight, Tableau

• Intermediate to Advanced SQL experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $54,700/year in our lowest geographic market up to $114,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.