Business Escalation Spec Ii

Basic Qualifications
- Previous experience in a B2B environment.
- Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
- Detail-oriented, analytical, proactive approach to problem-solving and identification.
- Excellent written and verbal communication skills.
- Able to work independently, self-motivated, and flexible in approaching responsibilities and change.
- Professional demeanor and supportive of all internal customers and colleagues.
- Displays good judgment and discretion.
- While frequent travel is not expected, the job may require occasional air travel.
- Superior organizational and time management skills.
- Project leadership experience (demonstrated success in managing medium to large scale improvement project from inception to resolution and validation).
- Project management skills (communication, planning, documentation); proven ability to identify opportunities, and drive them through to completion (kaizen, six sigma, project management methods).
- Proficiency with Microsoft Office Suite.
- English fluency.

Job summary
The Amazon Business (AB) 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. These 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 AB Escalations Specialist you will have the opportunity to influence teams outside of CS and advocate for AB customers by surfacing the pain points they face using Amazon Business and receiving support for issues they encounter. This is an opportunity for you to gain a broader perspective on Amazon business by working frequently with various CS, non-CS, and senior leadership teams.
On a regular basis, you will collaborate with our Sales, Legal, Public Relations, Content, and Business Teams for input on solving customer issues both in direct customer interactions and customer-facing messaging creation. You will also gain additional experience in championing process improvement through Lean Six Sigma methodologies from start to finish.
Key attributes that will be required for success in the AB Escalations Specialist role include being:

- Customer Centric
- Detail Oriented
- Open-minded
- Resourceful
- Innovative
- Organized
- Articulate
- Accountable
- Self-motivated
- Tenacious
- Analytical
- Influential

**Position Responsibilities**:

- Effectively communicate with both internal and external customers by adjusting your communication style to your audience.
- Help to identify, build, and manage effective processes for handling escalations.
- A portion of the time will be spent supporting program managers to help drive and improve the escalations processes.
- Resolve complex customer issues that have been escalated to the Amazon CEO, Senior VPs, or Directors in addition to escalations from sales organization for Enterprise customers.
- Dive deep into and analyze the root cause of customer pain points and partner with business teams for mutually beneficial resolutions that will impact the broader customer base.
- Periodically send detailed reports to Senior Sales and Customer Service Leadership.
- Ensure both ECR and overall CS references are up-to-date.
- Be an effective member of a virtual team by collaborating consistently with team members not in your physical location.
- Support leadership within the CS Network by helping to resolve complex customer issues and escalating systemic problems.

Preferred Qualifications
- Bachelor's degree from an accredited program or 2+ years previous Amazon experience.
- Degree in English, Business or related field preferred.
- Formal training in Relationship Skill/Business Management.
- HTML skills for creation of departmental and interdepartmental documentation and communication.
- Formal training in Relationship Skill/Business Management.