Note: The job is a remote job and is open to candidates in USA. Amazon is a leading global company, and they are seeking an Accommodation Consultant to provide support for employee accommodation requests. The role involves managing the accommodation process, collaborating with various stakeholders, and ensuring compliance with internal standards.
Responsibilities
- Perform accommodation reviews to ensure compliance and to support employee requests for accommodation in safe and productive assignments
- Serve as a subject matter expert on the accommodations process as well as country specific guidance
- Coordinate the accommodation process and provide end-to-end case management
- Collaborate with Stakeholders to determine and finalize accommodation approval/denials
- Communicate the accommodation decision and partner with appropriate stakeholder(s) for implementation
- Educate employees and HR on complicated aspects of the return to work, accommodation, and complex case processes
- Direct employees to the appropriate resource for answers
- Maintain a case load of up to 40 cases per day
- Ability to discern when to escalate complex issues to the Sr. Accommodation Consultant
- Maintain system records to ensure accurate and timely information/documentation
- Adhere to internal SLAs and quality standards
- Consult, coordinate and partner with our HR, Legal, Payroll, Benefits, team members and other departments/systems as appropriate
- Participate in other activities and projects within the DLS program
- Maintain regular, reliable and timely attendance
- Perform other duties as assigned
Skills
- Bachelor's degree, or 2+ years of customer service experience
- Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
- Handle all cases in USC / SIM tool in English
- Responding to inquiries regarding policies related to accommodations, etc
- Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience working with customers with a passion for delivering exceptional service
- Experience completing complex tasks quickly with little to no guidance and react with appropriate urgency to situations that require a quick turnaround
- Experience in managing critical operational processes, with SLA responsibility
- Experience working with customers with a passion for delivering exceptional service, or experience that includes strong analytical skills, attention to detail, and effective communication abilities and experience in managing and troubleshooting network
- Experience with service delivery and service level management
- Demonstrate ability to analyze problems logically and commit to change and process improvement (applying KAIZEN & LEAN methodologies as applicable)
- Effective prioritization of work time to ensure productivity, fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency
- Strong ability to exceed expectations with regards to performance and individual contribution
- Ability to maintain high levels of confidentiality and data security standards
- Commitment to Amazon's emergency as the world's most customer-centric company
Company Overview
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