Accommodation Consultant, MWA-FW

The Accommodation Consultant (AC) will work directly with employees and senior leadership in providing accommodations. The AC will be the primary contact for the employee as they proceed through the accommodation process. This role needs exceptional communication and organizational skills, superior attention to detail, ability to prioritize in a fast-paced environment, strong analytical and critical thinking skills, along with the customer service focus that employees expect from Amazon.

Key job responsibilities Perform accommodation reviews to ensure compliance and to support employee requests for accommodation in safe and productive assignments Serve as a subject matter expert on the accommodations process as well as country specific guidance. Coordinate the accommodation process and provide end-to-end case management Collaborate with Stakeholders to determine and finalize accommodation approval/denials Communicate the accommodation decision and partner with appropriate stakeholder(s) for implementation Educate employees and HR on complicated aspects of the return to work, accommodation, and complex case processes Direct employees to the appropriate resource for answers Maintain a case load of up to 40 cases per day. Ability to discern when to escalate complex issues to the Sr. Accommodation Consultant Maintain system records to ensure accurate and timely information/documentation Adhere to internal SLAs and quality standards Consult, coordinate and partner with our HR, Legal, Payroll, Benefits, team members and other departments/systems as appropriate Participate in other activities and projects within the DLS program Maintain regular, reliable and timely attendance Perform other duties as assigned Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement

About the team

From a customer driven perspective, Accommodation Consultants strive to provide the best customer service and facilitate working at the best employer on earth. They work directly with customers at many levels, from associates, managers and legal representatives. The team provides expert knowledge in accommodation best practices. They work with a team of managers, Accommodation Consultants and administrative professionals to deliver service and equity to all individuals.

### Basic qualifications

• Bachelor's degree, or 2+ years of customer service experience
• Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
• Handle all cases in USC / SIM tool in English
• Responding to inquiries regarding policies related to accommodations, etc.