Customer Experience Case Management (Contingent

Please note that this is a contract role providing services to Amazon via Allegis Global Solutions. If you are selected for this role, you will be employed by AGS and will not be an employee of Amazon.

A new role has arisen, dealing with some of the Complexities of the new ‘Right to Repair’ laws that are coming into effect.

Team Role Specifics:

• Contractor will be responsible for following and participating in Customer Experience case management supporting Amazon Devices Reverse Logistics processes to help Amazon Devices team scale up as the number of inbound requests fluctuate
• Contractor will action end to end case management processing of inbound requests from intake tickets that includes solving replacement level issues for warranty support and lead Right to Repair requests. Right to Repair requests include support of logistics execution of requested spare parts and repair guides to end customers in adherence with government policy that reflects Amazon’s compliance with new regulations and policy developments. Warranty support includes research and feedback on configurations and resolving with partner teams.
• Contractor will effectively work with relevant internal teams when intake requests that are incomplete and need further clarification for the Amazon Devices Reverse Logistics team to monitor and support.
• Contractor will provide program management level support through pulling and reporting KPIs for internal reviews including intake requests and resolutions, creating and deploying Customer Satisfaction Surveys for ADRL customers, compile the results and share findings with Amazon teams.
• Contractor will serve as a liaison to Digital Devices and Alexa Services (D2AS), Ring and Blink Customer Service (CS) teams by attending meetings and escalations related to Customer Experience issues.
• Driving conversations internally with engineers, materials management, compliance, legal, etc. to provide guidance on requests

Must Haves:

• Microsoft Office (Excel) Skills
• Case Management Experience
• Research experience

Location: West Coast Remote

Contract Length: 9 Months

Pay Range: $45 – $50 per hour

AGS is an equal Opportunity/Affirmative Action Employer (M/F/Disability/Veterans). We Will consider all applications without regard to race, gender, sexual orientation, gender identity, age, color, religion, national origin, veteran status, disability, genetic information or any other status protected by applicable law.