US ECR Specialist

A US ECR Specialist is responsible for handling and resolving highly escalated customer contacts. These escalations arrive through various channels including Amazon CEOs, VPs, Directors or through other Senior Leaders within the company. Contacts require working with appropriate teams to find a solution for the current escalation, as well as looking for long term improvements to prevent future occurrences.

Key job responsibilities

• Responding to customer inquiries on behalf of corporate executives including Amazon CEO, VPs, Directors, Legal, Public Relations and other Senior Leaders within the company.
• Identify and escalate root cause issues that impact the customer experience. Additionally, drive process improvement initiatives to implement lasting solutions for all customers.
• Communicating effectively with other departments in researching complaints and acting as a customer service resource.
• Recognizing system and quality concerns contributing to poor customer experiences and communicate these as appropriate to CS management and appropriate department liaisons.
• Recognize trends and emergent issues through customer feedback and take the appropriate steps to create long term solutions or escalate to the proper business owner.