Description

Are you passionate about helping people during times of need and solving problems for customers? Do you excel at managing complex situations? If you answered yes, this may be the role for you. Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for all Amazon Logistics customer segments. SDS is forming a new Last Mile Incident Response team (LMIR) and is looking for incident response Specialists (LMIR-S). LMIR provides incident support and resolution assistance to drivers delivering packages, customers receiving them, and community members involved in incidents.

The LMIR-S must have complete ownership of incident management until resolution. The candidate must also have proven record of effective incident management. The LMIR-S will handle all types of on road incidents impacting package deliveries such as mechanical (vehicle collisions, malfunctions, etc.), injuries (accidents, attacks, etc.), violence (threats, assaults, altercations, etc.), damages to property, amongst others. The candidate must be able to function authoritatively with ambiguous or incomplete information, and provide instructions to people under considerable stress or panic.

Key job responsibilities

The number one priority for this role is to provide a comprehensive resolution to affected individuals when an incident occurs. The role will require you to:

• Take calls and manage live events with incidents and multiple individuals involved (drivers, recipients, community members, local authorities, media, etc.)

• Provide proper course of action to customers to guarantee their safety

• Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers

• Collaborate and coordinate response with other stakeholders (local authorities, delivery stations, customer service teams, etc.)

• Identify if the incident can escalate into a crisis and request additional support from crisis management teams

• Be proficient in multitasking with different tools (case management, event management, claims, etc.)

• Document all information required to provide a resolution and relay it to involved stakeholders

We are open to hiring candidates to work out of one of the following locations:

Tempe, AZ, USA

Basic Qualifications

• Can communicate fluently, verbally and written in both Spanish and English.

• 2+ years of experience as customer service, 911 / Emergency operator or incident management

•Can work full time and nights, weekends, and overtime as needed.

•Customer service handling and conflict resolution skills; focus on quality in customer care.

•Written and verbal communication skills including comfort engaging with all levels of stakeholder up to CEO internally, and any driver externally; experience translating technical jargon into everyday language.

•Project management skills (communication, planning, and documentation); proven experience identifying opportunities, and drive them through to completion.

Preferred Qualifications

•Flexibility to work any shift including mornings, evenings, nights, weekends, and holidays

•Ability to communicate fluently, verbally and written in Japanese, Italian, Spanish, German, French, Dutch, Hindi, Urdu, Tamil, Kannada or Arabic

•Is capable of articulating instructions clearly in writing and speech

•Bachelor's degree

•College degree in crisis intervention, stress management or similar

•Ability to remain calm in a crisis or live incident

•Excellent listening skills

•Communicate clearly and effectively

•Ability to multi-task and make tough decisions in a fast-paced environment

•Displays good judgment and discretion.

•Is capable of determining which incident situations require the most immediate attention, prioritizing and triaging accordingly

•Possesses mental and emotional strength necessary to deal with stressful situations for extended periods of time

•Proficiency in technical writing and exposure to style guides

•Detail-oriented, analytical, proactive approach to problem-solving and identification; ability to operate both a granular or macro level.

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.