Amazon Books Key Holder
Market Street (Full Time)
Amazon Books Key Holder at Market Street in Lynnfield, MA
**This is a full-time role, scheduled 30-40 hours per week**
Join the team that launched Amazon Books and Amazon 4-star. We've applied Amazon's 20 years of online retailing experience to build stores that integrate the benefits of offline and online shopping. The ideal candidate views every customer interaction as an opportunity to create an exceptional customer experience. As a member of the Amazon retail team, you have the opportunity to work with a stellar team that provides best-in-class customer service to anyone visiting the store.
Your passion for customer interactions allows you to provide best-in-class customer service to those who visit our store. You relish the opportunity to talk about our thoughtfully curated selection, the latest devices and other customer favorites. You combine your authentic personal style with your deep knowledge of the store to create a memorable, tailor-made customer experience. You are a vital part of the store team and take great pride in maintaining the store. You have a curious mind and thrive on using it to contribute to a strong, diverse team.
As a Key Holder you consistently uphold our high bar for customer and team satisfaction, regardless of the presence of another leader or a manager. You are a steward of the Amazon culture and enjoy your role as a reliable source of current product and process information. You relish the opportunity to talk about how our store works, our newest devices, and our thoughtfully curated selection of merchandise with our customers and team and shine as an expert among your peers. You combine your authentic personal style with your deep knowledge of the store to create a memorable, tailor-made customer experience. You are a vital part of the store team and take great pride in maintaining the high standards of the store. You have a curious mind and thrive on using it to contribute to a strong, diverse team by sharing your knowledge whenever possible. You are often called on to floor lead, open and close the store, train others, and willingly assist leaders with additional projects and tasks as necessary.
What You Do:
Customer Interaction: You are in the unique position of being face-to-face with our customers and you understand the significance of this opportunity. You authentically engage with customers and don't use a one-size-fits-all approach to create a great customer experience. You warmly welcome anyone who visits the store and then enjoy using your judgment to adapt to the needs of each customer. You lead engagement on the floor by providing an example that other associates can learn from. You are flexible, think on your feet, and exercise great judgment in handling unusual requests, customer returns, or difficult customer interactions. When floor leading, you assist your associate peers in solving customer issues where appropriate.
You are an articulate and persuasive communicator. Customers and other associates are drawn to you because you are approachable, authentic, humble, kind, pleasant, and confident. You don't assume anything about the customer's knowledge of products; rather, you ask great questions to better gauge what the customer wants. You make product recommendations that surprise and delight the customer, and can demonstrate how to use our devices in a simple and accessible way. You openly connect with your team when coaching or training in order to build relationships and facilitate learning.
Operational Excellence: You take great pride in maintaining the store. You review store standards, conduct audits on processes and inventory, and train others on what you learn. No task is beneath you and you know when to ask your colleagues for help. You keep the Front of House (FOH) full of products for customers. You understand the importance of merchandising. You follow merchandising guidelines from the central team, audit as needed, and collaborate with the store team to create an environment in which consumers are eager and excited to spend time browsing the shelves. You will own operational or organizational processes for the store.
You support your team by completing inventory management tasks by helping to receive, sort, stock, stow products, and examine the organizational system. Technical issues don't faze you. You are comfortable operating all of the systems, tools, and devices used within the store, including manning the point-of-sale (POS) station. You are a problem solver. You jump in and learn things that are unfamiliar to you. You identify issues and escalate when problems need to be solved immediately on behalf of the associate or customer. You keep your leadership informed of issues and barriers as you see them.
You are a stickler for maintaining a clean and pleasant store environment, not just for customers but also for your co-workers. You ensure that the store is safe, help clean the store, are diligent about keeping device stations customer ready, and help rotate products on a regular basis.
Team Contributor: You are an inclusive leader and support our store environment where all associates and customers are welcome. You understand that if the team doesn't work well together, we won't be successful in creating a space where customers are drawn to come and spend time. So you work hard to strengthen the team by asking for help when you need it, openly sharing what you know, expressing ideas for improving the way things get done, and helping us have fun along the way. You are comfortable working in a dynamic environment. You truly enjoy the part you play in creating great experiences for our customers and this motivates you to be on time and ready to go for each shift. You punch in and out on time and recharge yourself by taking regular breaks. You proactively let your Manager know when you need time off.
Key Holder: You are trusted resource among your peers. You keep your fellow associates up to date by communicating current promotions and events. You maintain a key to the store and have floor leader responsibilities. Floor leader responsibilities include coaching, training, deploying labor, and ensuring your team takes required breaks and lunches. You open and close the store following the proper procedures. When acting as a floor leader you assist in conducting stand-ups, maintain a high bar for customer engagement, provide coaching and feedback on customer interactions as necessary, and help clarify associate questions. You know and follow our store standard operating procedures. You are a main point of contact for customer and store escalations and remain calm under pressure. You act quickly to prioritize tasks needing immediate execution, surface issues in a timely manner, and seek help as needed.
- Candidates must be at least 18 years of age
- Work flexible hours including nights, weekends and holidays
- As this is a customer facing retail position, you will be required to work on your feet for up to eight hours at a time with or without reasonable accommodation. Physical essential functions of the job also require that all Amazon associates are able to lift up to 50 pounds with or without reasonable accommodation
- Amazon does not sponsor for immigration, including for H-1B, TN, and other non-immigrant visas, for this role
- High School Diploma or equivalent
- 3 years of experience in a retail or customer facing environment
- 1 year of retail key-holder experience, or Amazon experience
- Experience working independently with minimal supervision
- 5 years of retail store experience or customer facing environment
- Strong understanding of Amazon devices and the Amazon ecosystem
- Strong verbal communication and customer service skills
- Demonstrated success in problem solving and delivering results
- Passion for Amazon and commitment to delighting customers
- Well-informed about digital products and services
- Previous Amazon Physical Store Experience Preferred
Amazon is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age
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