Job Description: CS Managers set the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions and weekly one-on-ones that focus on improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolution of a supervisory nature. Overall responsibilities will include: • Excellent ability to solve customer service issues and demonstrate passion for delivering a positive Customer experience. • Developing and achieving performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality. • Lead and develop a team of 20-25 associates. Responsible for the overall direction, coordination and evaluation of the team. • Carry out the supervisory responsibilities in accordance with Amazon.com’s policies and procedures. Additional responsibilities will include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; resolving conflicts. • The CSM must communicate 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. • Understanding and use of Customer Service and Company systems and understanding and control of department functions and procedures. • Development, analysis and improvement of new strategies and procedures. The CSM will have the ability to develop, plan, and implement short- and long-range goals. Qualifications/Skills: • Familiarity with general principles of workflow in an inbound call/email center. • BA/BS degree or higher required. • 2-4 years previous experience managing and directing a team in a customer service environment is required. • Strong oral (speaking, listening, interpretation) and written communication skills desired. • Ability to be flexible in shift assignments and work areas. • Able to work in an ambiguous environment. Amazon.com offers competitive packages including comprehensive health care, 401(k), restricted stock units, growth potential and a challenging and exciting work environment. Amazon.com is an Equal Opportunity Employer. Location: Kennewick, WA Compensation: N/A Principals only. Recruiters, please don't contact this job poster. Please, no phone calls about this job! Please do not contact job poster about other services, products or commercial interests. idaho