Last Mile Incident Response Specialist (Sp) , Last Mile Incident Response (Lmir)

Are you passionate about helping people during times of need and solving problems for customers? Do you excel at managing complex situations? If you answered yes, this may be the role for you. Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for all Amazon Logistics customer segments. SDS is forming a new Last Mile Incident Response team (LMIR) and is looking for Incident Response Specialists (LMIR-S). LMIR provides incident support and resolution assistance to drivers delivering packages, customers receiving them, and community members involved in incidents.
The LMIR-S must have complete ownership of incident management until resolution. The candidate must also have proven record of effective incident management. The LMIR-S will handle all types of on road incidents impacting package deliveries such as mechanical (vehicle collisions, malfunctions, etc.), injuries (accidents, attacks, etc.), violence (threats, assaults, altercations, etc.), damages to property, amongst others. The candidate must be able to function authoritatively with ambiguous or incomplete information, and provide instructions to people under considerable stress or panic.
Key job responsibilities
The number one priority for this role is to provide a comprehensive resolution to affected individuals when an incident occurs. The role will require you to:
Take calls and manage live events with incidents and multiple individuals involved (drivers, recipients, community members, local authorities, media, etc.)
Provide proper course of action to customers to guarantee their safety
Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers
Collaborate and coordinate response with other stakeholders (local authorities, delivery stations, customer service teams, etc.)
Identify if the incident can escalate into a crisis and request additional support from crisis management teams
Be proficient in multitasking with different tools (case management, event management, claims, etc.)
Document all information required to provide a resolution and relay it to involved stakeholders
We are open to hiring candidates to work out of one of the following locations:
Tempe, AZ, USA