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Customer Service

Customer Service Leader

Winchester, Kentucky
Requisition ID: 370238
Amazon is looking for an experienced and dynamic leader who will have an immediate impact on our business. If you are passionate about developing people, solving problems and driving innovation then you may be our next Customer Service Leader!

This is what we’ll ask of you:
We’re looking to you to support a team of 20 – 50 Customer Service Associates. You will be responsible for fostering an environment of Ownership and Customer Obsession which encourages our associates to come up with creative solutions for solving problems and creating exceptional customer experiences. Additionally, you will be constantly evaluating the performance of your team and your business unit to identify and act upon opportunities to improve operations. Here’s what that looks like:
· You will have the autonomy to create and drive the vision for your team; you will provide structure, motivation and accountability for your associates
· You will serve as a role model by displaying good judgment, a positive work ethic, commitment to Amazon’s Leadership Principles and a dedication to excellent customer service
· You will be expected to navigate and leverage resources provided by internal systems, departments, policies, and procedures in order to solve complex customer service issues and proactively head off negative service trends
· You will have the ability to develop, plan, and implement short and long-range goals
· You will be expected to know our business and to use that knowledge to develop performance goals and objectives in order to achieve customer promise expectations
· Here’s the fun part: You will drive employee engagement on your team. You will have full creative privilege to come up with strategies and initiatives that encourage your team to have fun at work!

This is what you can expect from us:
· Direct, honest feedback regarding your performance and your development
· A fast-paced, challenging and FUN work environment
· A peer group who will support you, encourage you and partner with you as you take on projects and work through challenges
· An awesome compensation and benefits package

Are you the right fit?
Our ideal candidate is an energetic people-leader who thrives in an entrepreneurial environment. We’re looking for a leader who is able to balance the demanding needs of our business with the important task of retaining, developing and advancing our talented employees. This role is not for everyone. The pace, our evolving business needs and our very high expectations of our leaders creates a challenging environment that is just not the right fit for every leader. However, if you’ve been hooked by this job posting from the beginning and found yourself more and more excited as you continued to read, then this role might just be the leadership position that you’ve been searching for. Before you apply, please continue reading to ensure that your background is going to meet our basic expectations.

Amazon offers including comprehensive health care, 401(k), restricted stock units, amazing growth potential, and a challenging and exciting work environment. Every day is about working hard, having fun, and making history – come join us!

Basic Qualifications:
· Previous work experience which emphasizes strong communication and leadership skills
· Must be willing to work a flexible schedule; between the hours of 6AM - 12AM EST and rotating weekends
· Must be willing to relocate to Lexington, Kentucky (greater area)
- At least two years College/University Education


Preferred Qualifications
· Absolute passion for ensuring a great customer experience with every contact
· Experience leading teams, and motivating and driving an engaging environment
· Demonstrated mastery of tools including Windows 7, Microsoft Outlook, Firefox, Internet Explorer, Amazon.com website, competitor websites, Internet search engines
· Knowledge of Six Sigma/Lean Processes
· Able to work in an ambiguous, ‘internet-speed’ environment
· Demonstrated effective communication, composure, and professional attitude
· Ability and desire to relocate to take advantage of future growth opportunities
· Bachelor’s degree
· MBA

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