Amazon Books Keyholder Assoicate - Bethesda, MD

Amazon.com, Inc. Bethesda, MD
Amazon Books (Level 3) – Key Holder

About Amazon Books:

Amazon Books is a physical retail store that offers a curated selection of books and an array of Amazon devices. We've applied twenty years of online bookselling experience to build a store that integrates the benefits of retail and online book shopping. Prices for Prime Members are the same as those offered by Amazon.com and the knowledgeable staff tailor their approach to the unique needs of each customer, to deliver an exceptional instore experience.

The ideal candidate loves books, is excited by technology, and views every customer interaction as an opportunity to create an exceptional customer experience. As a member of the Amazon Books team, you will have the opportunity to work with a stellar group of people and provide best-in-class customer service in our mission to be earth's most customer-centric company.

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. Your passion for customers, technology, and reading inspires you to provide best-in-class customer service to those who visit our store. You love being surrounded by great books and the latest devices and your enthusiasm is contagious. 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 books 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 book 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 books 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.

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 Books associates are able to lift up to 50 pounds with or without reasonable accommodation.

Basic Qualifications:

* High School Diploma or equivalent.

* 3+ years of experience in a retail or customer facing environment preferably selling books or devices

* Experience working independently with minimal supervision

* Available to work a flexible schedule in order to meet customer needs, including nights, weekends, and holidays

Preferred Qualifications:

* 5+ years of retail store experience or customer facing environment preferably selling books or devices

* 1+ year of retail key-holder experience

* Strong understanding of Amazon devices and the Amazon ecosystem

* Sense of humor

* Strong verbal communication and customer service skills

* Demonstrated success in problem solving and delivering results

* Passion for Amazon and commitment to delighting customers

* Passion for sharing and recommending great books

* Well-informed about digital products and services

Amazon is an Equal Opportunity Employer – Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation