Knowledge and Skills Required

Communication Skills:

• Excellent communication skills (written and verbal)

• Ability to communicate correctly and clearly with all customers

• Excellent documentation skills

• Good comprehension skills – ability to clearly understand and state the issues customers present

• Ability to concentrate – follow customers' issues without distraction to resolution

• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response

• Work successfully in a team environment as well as independently

Computer Knowledge/Skills:

• Ability to use a desktop computer system

• Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer

• Excellent typing skills

• Demonstrates understanding of the Internet, Amazon.com website, and competitor websites

• Demonstrates an ability to successfully navigate websites

• Demonstrates a proficient knowledge of email applications

• Demonstrates an ability to learn in various media

• Ability to successfully adapt to changes in the work environment

Customer Focus:

• Excellent customer service skills, including maintaining focus on the customer issue in a  fast-paced environment

• Ability to empathize with and prioritize customer needs

• Demonstrates interpersonal skills with a diverse customer base

• Demonstrates conflict resolution, negotiation, and de-escalation skills

• Demonstrates ownership to resolve challenging customer issues, escalating when necessary

• Ability to determine customer needs and provide appropriate solutions

• Maintain regular and reliable attendance, including the daily schedule as assigned

• Flexible with the working schedule; may be expected to work weekends, holidays and events

• Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season

Problem Solving Skills:

• Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned

• Ability to approach problems logically and rationally

• Action oriented and self-disciplined

• Organized and detail-oriented

• Ability to quickly and effectively prioritize work time in various departments to meet business need

• Ability to maintain composure in highly escalated situations

• Qualified candidates will be comfortable in a multi-tasking, high-energy environment.  They will be creative and analytical problem solvers with a passion for excellent customer service.

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