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Customer Service Manager (Virtual - Work From Home)

Qualified candidates must have their permanent residency in one of these states: Delaware, Kansas, Kentucky, New Hampshire, New York, North Dakota, Oregon, Washington (state) or West Virginia. This position offers the opportunity to work from home in any of these states, with a home base at our Seattle, WA headquarters.

This position will support Virtual Customer Service, a new "site" within CS Operations that will employ customer-obsessed Amazonians in multiple states across the U.S. The CS Manager will play a key role in starting up and maintaining this new site and will report to an Operations Manager within US Virtual Customer Service. This is a fantastic opportunity for a motivated, self-directed individual to gain valuable national and "start-up" experience - and have fun doing it! The successful candidate will demonstrate the ability to influence, educate, and drive results in an ambiguous environment in which people may rarely - or never - meet face-to-face.

Customer Service Managers set the vision, direction, and culture of their virtual teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature; all within a virtual setting.

Overall responsibilities include:

• Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality
• Hire, lead, and develop a team of ~25 associates. Responsible for the overall direction, coordination, motivation, and and evaluation of the team
• Carry out the supervisory responsibilities in accordance with Amazon policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts, and managing risk for Amazon.
• The Manager must communicate policies to associates and become the primary information source for staff; following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
• Understanding and use of Customer Service and Company systems and understanding and control of department functions and procedures
• Development, analysis and improvement of new strategies and procedures. The Manager will have the ability to develop, plan, and implement short- and long-range goals
• Basic project development, management, and implementation at the site and network level.

• Bachelor's degree
• 1+ year supervisory or leadership experience.
• 1+ year customer service or similar experience
• Familiarity with general principles of workflow in an inbound call/email center
• Ability to be flexible in shift assignments and work areas, including nights and weekends

• 2 years' experience leading or supervising a team in a customer service environment
• Subject Matter Expert in Amazon CS Systems, processes, and policies
• Ability to function in an ambiguous, fast paced work environment.
• Demonstrating Amazon Leadership Principles in current role
• Strong interpersonal, verbal (speaking, listening, interpretation) and written communication skills desired

If interested, please apply online at http://track.tmpservice.com/ApplyClick.aspx?id=1168785-1812-1395