Communication Skills:
 Excellent communication skills (written and verbal)
 Ability to communicate correctly and clearly with all customers
 Excellent documentation skills
 Good comprehension skills ability to clearly understand and state the issues customers present
 Ability to concentrate follow customers issues without distraction to resolution
 Good composition skills ability to compose a grammatically correct, concise, and accurate written response
 Work successfully in a team environment as well as independently

Computer Knowledge/Skills:
 Ability to use a desktop computer system
 Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer
 Excellent typing skills
 Demonstrates understanding of the Internet, Amazon.com website, and competitor websites
 Demonstrates an ability to successfully navigate websites
 Demonstrates a proficient knowledge of email applications
 Demonstrates an ability to learn in various media
 Ability to successfully adapt to changes in the work environment

Customer Focus:
 Excellent customer service skills, including maintaining focus on the customer issue in a  fast-paced environment
 Ability to empathize with and prioritize customer needs
 Demonstrates interpersonal skills with a diverse customer base
 Demonstrates conflict resolution, negotiation, and de-escalation skills
 Demonstrates ownership to resolve challenging customer issues, escalating when necessary
 Ability to determine customer needs and provide appropriate solutions
 Maintain regular and reliable attendance, including the daily schedule as assigned
 Flexible with the working schedule; may be expected to work weekends, holidays and events
 Ability to work overtime as required by business – as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season

Problem Solving Skills:
 Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
 Ability to approach problems logically and rationally
 Action oriented and self-disciplined
 Organized and detail-oriented
 Ability to quickly and effectively prioritize work time in various departments to meet business need
 Ability to maintain composure in highly escalated situations
 Qualified candidates will be comfortable in a multi-tasking, high-energy environment.  They will be creative and analytical problem solvers with a passion for excellent customer service.