• High School diploma, GED or equivalent
• 1+ years of Microsoft Office products and applications experience
• 1+ years of customer service experience
• 1+ years of sign language scheduling experience
• Experience working with confidential Information
• Excellent customer service and communication skills
• Ability to troubleshoot and escalate when necessary
• Ability to work in a fast-paced environment
• Highly Motivated and self-starter

At Amazon we believe that every day is still day one. We are working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. If you’d like to help the Disability Leave Services (DLS) team build a best-in-class professional services program to deliver leave of absence, disability and accommodation services to Amazon employees, applicants, job seekers and candidates globally, this is your chance to make history by joining the amazing Disability & Leave Services Team.

The DLS Sign Language Coordinator interacts directly with third-party vendors, sign language interpreters, and internal customers to manage interpreting requests for Amazon candidates and employees, ensuring a frustration-free experience. The person in this role is responsible for triaging and managing interpreter requests from end-to-end through Amazon’s internal scheduling platform. The Coordinator schedules and assigns interpreters, prioritizes time-sensitive requests, and audits the scheduling platform to identify and resolve errors and request duplications. The Coordinator has the skill to collate and respond to low-risk customer escalations and elevate moderate to high-risk escalations to leadership as needed. Coordinator responsibilities include reviewing and validating incoming requests and communicating with relevant stake holders to ensure seamless service delivery for customers.

Key job responsibilities

• Navigate a robust scheduling platform
• Triage and prioritize requests for interpreting services made through the internal platform
• Adhere to scheduling workflows and manage requests by reading and routing correspondence, collecting customer information, and overseeing assignment coordination
• Receive customer feedback and escalate when necessary
• Apply knowledge of cultural norms within diverse linguistic communities to provide exceptional and swift customer service
• Respond to emails and direct messages regarding interpreting requests
• Assign Amazon interpreters, when appropriate, for requests
• Communicate with third-party vendors to assign requests
• Communicate with requestors as needed
• Confirm schedules and appointments
• Canceling appointments when requested
• Detail oriented
• Attentive to urgent and ad hoc requests
• Input customer data into related systems
• Maintain data integrity
• Maintain customer confidence and protect operations by keeping information confidential
• Maintain historical data by accessing electronic filing and retrieval systems
• Contribute to overall service delivery by accomplishing related results as needed
• Ability to work nights and weekends
• Competency in Deaf culture
• Knowledge of US federal and state leave and disability laws
• Previous HR experience
• Experience handling difficult situations and successfully applying de-escalation techniques
• Excellent verbal & written communication skills

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.