Amazon is seeking bright, articulate, and detail-oriented applicants with a passion toward helping exceed customer expectations. Accommodation Intake Specialist is a critical part of our mission to deliver timely and effective job accommodation solutions to employees with disabilities. The successful candidate will have a strong orientation and proven track record of customer obsession, prioritization, follow-through and execution, attention to detail, and communication. Amazon is a fast-paced environment, wherein employees are seeking information and assistance in developing options and an action plan. The candidate is expected to be able to have strong critical thinking, fact-find for a complete understanding of employee concerns and provide the best service.
This vital position serves as the first point of entry for employees requesting a job accommodation in support of a qualifying disability which might be limiting their ability to perform their job. The Intake Specialist will guide them through the process and ensure they receive all pertinent information necessary to support a frustration free experience.
Responds to all new requests for accommodation and customer service needs within required time frames
Conducts the initial interactive process with employees which includes the overview of the accommodation process, roles and responsibilities and timelines associated with the process
Assesses all preliminary information to determine the potential existence of a qualifying disability
Generates and provides all "Request for Accommodation" application forms and required notices
Creates and maintains accurate, timely, and compliant case records in the Accommodation information system
Has proficient understanding of use of all applicable company information systems
Tracks and monitors the timely submission of required documents necessary to support the accommodation review process
Reviews and evaluates document and certification content for sufficiency
Assesses and assigns the appropriate accommodation case manager based on case complexity and type (Regional Accommodation Manager or Specialist)
Has ability to solve customer service issues and demonstrates a passion for delivering a positive Customer experience
Develops and achieves performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality
Following-up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken
Proficient understanding of department functions and procedures
Development, analysis and improvement of new strategies and procedures and implementation at the department or site level
Troubleshoot issues and seek to remove barriers that are causing friction before, during, or after the Accommodation process.
Respond to employee impacting issues that may arise during the Accommodation process and ensure the right communication occurs.
Apply flexibility to respond quickly to change and reprioritize in the face of emerging issues.
Identify and problem solve, sometimes with limited information.
Identify opportunities and gaps in the Accommodation process and suggest solutions.
Communicate regular updates to the employee's case managers both verbally and in writing.
Perform activities to ensure compliance with standard work, federal/state regulations, and company policy.
Educate employees and HR on complicated aspects of the leave of absence, return to work, and Accommodation.
Provide guidance, assess risk, resolve issues, and escalate as appropriate for employees, managers and HR while still maintaining employee's confidential information.
Consult, coordinate and partner with our third party administrator, HR, Safety, Payroll, Benefits and MyAmbassador team members and other departments/systems as appropriate.
Other duties as assigned