Customer Relations Manager

Description

Amazon Home Services is looking for a Customer Relations Manager to identify root causes of the team's most highly escalated contacts and drive improvement on behalf of Amazon customers. In addition to driving improvement in Customer Experience, this position will directly own resolution of the most highly escalated Customer issues. The successful candidate will have deep Customer Service experience, including an ability to create positive outcomes from challenging Customer experiences. He or she will have a reputation for unreasonably high standards when it comes to Customer Experience and a proven ability to advocate successfully across technical, business and executive stakeholders for changes that will improve that experience.

Amazon Home Services is a marketplace for Customers to purchase services from professionals such as plumbers, electricians and handymen on Amazon.com. For example a customer can get a piece of furniture purchased on Amazon assembled, or they can get their house cleaned, or have a new deck built. Customers get a vetted provider at a competitive price backed by our Happiness Guarantee. Professionals get more jobs for less work not having to market or pre-sell to customers.

The ideal candidate will be a self-starter with a passion for independent, creative problem-solving, have proven data analysis skills, and show strong ownership/commitment. The highest level of Customer obsession is a must.

The ideal candidate will:

  • Identify and analyze issues, patterns and trends in customer requests; assisting leadership with prioritizing improvement actions.
  • Possess outstanding communication and conflict resolution skills.
  • Work diligently to offer or restore a positive experience with each individual customer.
  • Actively track customer pain points to identify possible solutions.
  • Identify sensitive issues and collaborate with the appropriate stakeholders to create a response.

Basic Qualifications

  • 3+ years of experience in Customer Service or a related field.
  • Ability to work with technical and non-technical business owners to get things done.
  • Effective and concise writing skills.
  • Excellent research and diagnosis skills, solution oriented.
  • Proficient with Excel
  • Demonstrated ability to improvise and problem solve.
  • Ability to work in ambiguous environment.
  • Bachelor's degree

Preferred Qualifications

  • 3+ years of experience in Customer Service or a related field.
  • Ability to work with technical and non-technical business owners to get things done.
  • Effective and concise writing skills.
  • Excellent research and diagnosis skills, solution oriented.
  • Proficient with Excel
  • Demonstrated ability to improvise and problem solve.
  • Ability to work in ambiguous environment.
  • Bachelor's degree

Meet Some of Amazon's Employees

Mae M.

Senior UX Designer

Mae integrates human-centered design into tools that enable business partners to operate efficiently and intuitively. She analyzes customer needs and pain points to improve designs.

Heather Z.

Director of Alexa Engagement

Heather focuses on building great customer experiences for Alexa users. She heads a team of technical and creative professionals who bring the product to life.


Back to top