AM&E Customer Support Coordinator

What your day-to-day will look like:

• Manage emails, tickets, and M&P queues daily while coordinating with Amazon Meetings and Events Team Members to address inquiries and resolve requests per SLA requirements
• Provide customer-centric service ensuring re-confirmation with employees on resolutions before closing requests and completing labor requests for timely customer support
• Participate in weekly Office Hours and training programs to maintain full understanding of assigned scope and incorporate feedback to improve performance
• Resolve post-event tickets to ensure SLA compliance while providing daily support in shared inboxes following standard operating processes
• Present and communicate effectively with various levels of internal customers and stakeholders in fast-paced, constantly evolving environments
• Share experiences with team members to ensure continuous learning and growth while ensuring all required reports are shared during respective shifts
• Follow consultative and collaborative approaches to build relationships that influence decision-making and exceed internal customer expectations.

Required Qualifications:

• Bachelor's degree or equivalent experience in customer service, hospitality, or related field
• Strong customer service skills with focus on providing prompt, courteous, and professional service
• Excellent communication and presentation skills with ability to interact with various organizational levels
• Proficiency in managing multiple communication channels including emails, tickets, and queue systems
• Ability to work effectively in fast-paced, constantly evolving environments
• Strong organizational skills with attention to detail and ability to meet SLA requirements
• Experience with report generation and data management.

Preferred Qualifications:

• Meeting and Event or Hospitality industry experience
• Experience working in strategic meeting management (SMM) or centralized meeting/event programs
• Knowledge of Meeting and Event technology tools and platforms
• 3rd-Party vendor/agency experience with direct customer interface
• CMP (Certified Meeting Professional) or other industry certifications
• International meeting and event experience
• Experience with Amazon or large corporate meeting and event programs.