Amazon’s Disability and Leave (DLS) team in the Employee Services organization is building a best-in-class program offering customized holistic leave experiences during the life-cycle of the leave and / or accommodation event.
The DLS Contact Specialist is highly skilled in interacting with customers in a way that builds trust, engaging with employees with exceptional communication skills and gathering first-contact critical details to build the initial leave and / or accommodation event case.
The DLS Contact Specialist will interact with employees to learn and empathize about their situations while building detailed documentation that can define best course of action to process employee’s requests.
The ideal candidate is a product expert who evaluates employee’s requests and makes critical decisions that will lead the entire leave and / or accommodation process.
The DLS Contact Specialist uses the information gathered through exhaustive interaction with employees to coordinate a frustration-free transition to case management support providing timeline expectations depending of the type of request made by the employee.
The DLS Contact Specialist has strong critical thinking, fact-find for a complete understanding of employee concerns, align a plan with benefits, identify employee’s issue or concern root cause, make decisions and be able to communicate effectively solutions to the employee.
The DLS Contact Specialist will be able to understand and report on the steps of the process causing friction, and work on continuous improvement projects with those teams to drive solutions which improve the employee’s experience.
The successful candidate will be an influencer with the ability to assist in process improvement, customer experience and change management for the DLS program.
The successful candidate will have a strong orientation and proven track record of customer obsession, prioritization, follow-through and execution, attention to detail, and communication.
Amazon is a fast-paced environment, wherein employees are seeking information and assistance in developing options and an action plan.
The role will work closely with established external vendors, community providers and services, and internal partners including Benefits, Recruiting, Payroll, Safety, HR, and managers, while still maintaining employee’s confidential information.
Essential Responsibilities :