The Accommodation Consultant (AC) will work directly with employees and senior leadership in providing accommodations. The AC will be the primary contact for the employee as they proceed through the accommodation process. This role needs exceptional communication and organizational skills, superior attention to detail, ability to prioritize in a fast-paced environment, strong analytical and critical thinking skills, along with the customer service focus that employees expect from Amazon.

Key job 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

Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement

About the team

From a customer driven perspective, Accommodation Consultants strive to provide the best customer service and facilitate working at the best employer on earth.

They work directly with customers at many levels, from associates, managers and legal representatives. The team provides expert knowledge in accommodation best practices.

They work with a team of managers, Accommodation Consultants and administrative professionals to deliver service and equity to all individuals.

• 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 troublshooting 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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.