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 will have 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 120 cases.
· Ability to discern when to escalate complex issues to the Sr. Accommodation Consultant
· Maintain system records to ensure accurate and timely information/documentation
· Provide training for employees, managers, HR and others in DLS
· 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
· Ability to travel as appropriate (up to 25% of the time)
• 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.• College graduate with minimum of 2 years of experience in the Customer Service industry
• Excellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responses
• Handle all cases in USC / BALI / SIM tool in English
• Responding to inquiries regarding policies related to accommodations, etc.
• Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers
• Demonstrate ability to work independently and make complex decisions with little to no guidance
• Adhere to defined processes and ensure delivery in accordance with set Quality & SLA standards
• Exceptionally strong customer handling and conflict resolution skills with a keen focus on policies, quality and customer experience.
• Ensure that service levels are achieved at all times
• 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 regard to performance and individual contribution
• Ability to maintain high levels of confidentiality and data security standards
• Passionate commitment to Amazon's emergence 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.
