Customer Service Manager, Virtual Contact Center
Amazon - Black Diamond, WA

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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 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 Customer Service 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.

If you have relentless desire to drive process improvement and motivate and lead a team of exceptionally driven, customer-obsessed customer service associates and team leads, all while analyzing systematic issues and implementing solutions to challenging problems, we have the career you're looking for!

A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their virtual teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions; all in a virtual work setting. Overall responsibilities include:

People Management: Leading and developing a team of 20-25 associates; responsible for the overall direction, coordination and evaluation of the team. Identifying and eliminating barriers to accuracy, productivity, and quality. Carrying out supervisory responsibilities in accordance with's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.Communicating 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.Project Management: Solving complex customer service issues and proactively heading off negative service trends. Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures. Development, analysis and improvement of new strategies and procedures. The CS Manager will have the ability to develop, plan, and implement short- and long-range goals.Developing and achieving performance goals and objectives in order to achieve customer promise expectationsInterested? We want to hear from you! Please indicate in your resume how you meet the basic and preferred qualifications listed below:Bachelor's degree2+ years people management experienceProject Management experienceDirect experience in Contact Center Operations (Customer Service, Sales, or Collections)Must live in, or be able to relocate to, one of the states listed above.Must have, or be able to obtain, access to high speed internet and a separate analog phone line.Must have and maintain a secure, distraction-free home workspace.15% travel required.MBA or similar strongly preferredKnowledge of Six Sigma/Lean ProcessesStrong communication and leadership skillsAbility to be flexible in shift assignments and work areasAble to work in an ambiguous, 'internet-speed' environmentAbsolute passion for ensuring a great customer experience with every contactExceptional skills in data manipulation and analysisAbility and desire to relocate to take advantage of future growth opportunitiesPrior experience with managing hourly and salaried employees in a virtual environmentAmazon 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!

Amazon is an Equal Opportunity Employer.

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