Call Center Representative - Amazon

Call Center Representative – Overview

The Call Center Representative is responsible for handling incoming calls and is the first contact customers have with the  corporate resource line by phone. We act as a liaison by providing callers with the information and resources they need, while providing a memorable customer‑centric experience and maintaining confidentiality of Amazon’s internal and external customer data. Our ideal applicant enjoys engaging with people, understands the importance of patience and active listening, is comfortable with de‑escalation, and cares about the customer experience.

We are a team that focuses on building a culture that celebrates our differences and diversity, creating a safe space for growth and development. Our best‑in‑class benefits uniquely support you and your family in staying well and growing professionally.

Seattle, WA

7:30 am – 6:00 pm Monday through Friday (8‑hour shifts)

Starting wage: $22.45 per hour; full range: $22.45 – $27.20 per hour

• Comprehensive Medical, Dental, Vision, Disability, and Life Insurance, effective the month after 30 days of employment
• 17 Accrued Paid Time Off Days Annually
• Additional 10 Annual Floating Holidays, Parental Leave, and Paid Compassion Leave
• Retirement 401(K) with a company match
• Company‑Provided Orca Pass – Unlimited use
• Employment Assistance Program (EAP) via Spring Health
• Mental Wellness Program including six free therapy sessions per year
• Opportunity for career development with our NWC Mentorship Match program
• Wellness Reimbursement Program – $25/month
• Student Loan Contribution Program – $50/month
• Pet Insurance Discount Program

• Answer between 100–200 incoming telephone calls daily
• Demonstrate excellent customer service, communication, verbal and written skills with an emphasis on organization and attention to detail
• Excel in a team‑based environment with a positive attitude; be comfortable with ambiguity and flexible
• Respond to inquiries by gaining clarifying information, determining the caller’s need, and providing the appropriate resource or transferring the caller to the necessary employee or department
• Keep a detailed record of call metrics according to standard operating procedure
• Maintain and audit call center equipment (phones, headsets, computers, logs) and report any issues or discrepancies to the supervisor
• Uphold team’s qualitative and quantitative standards
• Maintain communication with the supervisor, keeping them informed of significant issues and/or call escalations
• Create workplace tickets for any facility issues brought to NWC’s attention
• Be technologically proficient in utilizing company‑assigned computers and phone equipment

• Minimum 1‑year customer service experience
• 1–2+ years call center experience required
• Strong commitment to customer service
• Clear and audible speaking voice on the phone
• Strong conflict resolution, critical thinking, de‑escalation and problem‑solving skills
• Ability to make quick and accurate decisions under pressure
• Excellent interpersonal skills and ability to interrelate with the community, management, and employees
• Effective verbal communication with the community, management, vendor partners, and employees
• Ability to write concise correspondence with all levels of management, vendor partners, and employees
• Ability to work independently with limited supervision
• Typing speed of 40 WPM
• Proficiency with Windows, Excel, and Outlook e‑mail
• Experience with multi‑line phone systems
• Ability to sit for up to 8 hours at a time
• Ability to lift and/or carry up to 10 lbs
• Ability to communicate verbally for the majority of the day
• Ability to work in a dog‑friendly campus (any allergies may impede performance)
• High School Diploma or GED required

Northwest Center is committed to offering reasonable accommodations to applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact us at [email protected].

At Northwest Center, we do not just accept diversity and inclusion—we celebrate it, support it, live it, and flourish in it to benefit our employees, the community, and our clientele. We believe that curiosity and critical thinking are essential to the dialogue and improving decision‑making, planning, resource allocation, and how we treat others. Our goal is to create and implement more equitable practices, policies, and culture.

To be equitable means to value and respect individuals from all cultural backgrounds, genders, races, identities, and abilities. Northwest Center is proud to be an equal‑opportunity employer, including disability and veterans’ status.