Job: Customer Service Manager

Jobing Description

Job Description

Fortune 100 Company is looking for managers willing to contribute bold ideas while leading a team of smart, customer-centric individuals.

Customer-Centric Company - where people can find and discover anything they want to buy online.

That is Amazon!

Amazon s evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of our DNA. We hire the world s brightest minds, offering them an environment in which they can relentlessly improve the experience for customers. We do this every day by solving complex technical and business problems with ingenuity and simplicity. We re making history and the good news is that we ve only just begun.

Do you like working with smart hardworking people? Our East Coast customer service operation in Huntington, WV is looking for talented CS Managers. As a Customer Service Manager you will:

* Lead a team that has a positive impact on the customer experience.
* Enjoy the support of a strong, diverse peer group.
* Become involved in projects where you will have the freedom to try bold new ideas.
* Encourage others to realize their full potential.

Just a short drive from Lexington, KY, Columbus or Cincinnati, OH, beautiful downtown Huntington, WV offers friendly and welcoming people, state-of-the-art infrastructure and something new happening every day. You ll find a harmonious blend of culture, cuisine, arts and architecture in the Greater Huntington area that includes the finest of three states: West Virginia, Kentucky and Ohio.

Overview:

Customer Service Manager (CS Manager) in our Huntington, WV Customer Service Center requires the ability to analyze systematic issues and implement solutions to challenging problems. A CS Manager sets the vision, direction, and culture of their teams by strategically driving process improvement, motivating a team of Team Leaders and exceptionally driven, customer-obsessed customer service associates, while maintaining singular focus on ensuring and improving a world-class customer experience.

Overall responsibilities include:

People Management:

* Successful leadership and development of a team of 20-25 team leads and associates.
* Identification and elimination of barriers to accuracy, efficiency, and quality.
* Maintain the team in accordance with Amazon.com's policies and procedures including effective staffing, work planning, corrective action and conflict resolution.
* Lead team communications regarding metric results, policy adherence, and process consistency.
* Enable a self-driven, customer-focused and innovative team

Project Management:

* Create solutions for complex customer service issues and become proactive in resolving negative service trends.
* Develop expertise in internal systems, departments, policies, and procedures.
* Develop, analyze and improve strategies and procedures. Able to develop, plan, and implement short- and long-range goals.
* Performance goal development and attainment to achieve customer promise expectations.

Basic Qualifications

Bachelor's degree
2+ years people management experience
Project Management experience
Direct experience in Contact Center Operations (Customer Service, Sales, or Collections)

Preferred Qualifications

MBA
Knowledge of Six Sigma/Lean Processes
Project Management
Exceptional skills in data manipulation and analysis
Ability and desire to relocate to take advantage of future growth opportunities
Strong communication skills both oral (speaking, listening, interpretation) and written
Flexibility and adaptability
High energy for an ambiguous, 'internet-speed' environment.
Absolute passion for ensuring a world-class customer experience with every contact.

** For more information on career opportunities with Amazon Customer Service, please visit http://amazon.com/csjobs