Amazon Customer Service Associate Reviews | Glassdoor

Amazon Customer Service Associate Reviews

Updated November 12, 2018
414 reviews

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Customer Service Associate

4.0
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Amazon Chairman, President, and CEO Jeff Bezos
Jeff Bezos
270 Ratings

Employee Reviews

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Pros
Cons
  • "Work/life balance seems comparable to other places I've worked - not worse" (in 2476 reviews)

  • "I have no work life balance issues" (in 516 reviews)

More Pros and Cons

  1. Helpful (1)

    "Amazing company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Associate in Waldwick, NJ
    Current Employee - Customer Service Associate in Waldwick, NJ
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Amazon full-time (More than a year)

    Pros

    Good pay! Amazing people! Room for growth

    Cons

    Nothing bad to say


  2. "Customer Service Agent"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Associate in Huntington, WV
    Former Employee - Customer Service Associate in Huntington, WV
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at Amazon part-time (More than 3 years)

    Pros

    Possibility of bonuses and travel

    Cons

    Stressful work with no standardization in level of support offered by managers.
    Metrics driven to the point of insanity

    Advice to Management

    Make management standards that include being supportive of the people doing the bulk of the work.
    When someone needs time off the phone to pee or even just to breathe let them have it.

  3. Helpful (1)

    "Do you have a degree/experience/ambition? AVOID Kennewick WA call center"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Associate in Port Of Kennewick, WA
    Former Employee - Customer Service Associate in Port Of Kennewick, WA
    Doesn't Recommend
    No opinion of CEO

    I worked at Amazon full-time (More than 3 years)

    Pros

    Great starting job for someone who just recently graduated from high school

    Cons

    People with degrees and experience hoping to move up Amazon’s ladder run away, run far away from the Kennewick WA call center.

    All they care about is your ability to paradoxically be subservient while at the same time displaying leadership qualities. There is no rhyme or reason to management. Expectations vary widely from Team Manager to Team Manager. They will preach and preach “Hire and Develop the Best” which is one of Amazon’s business pillars, but that is never practiced in reality. It is a nepotists wet dream at the PSC Kennewick location, with brown-nosers or people who are in bed with other people getting promoted over individuals who are actually qualified for the positions they apply for.

    Additionally there is a HUGE disconnect between Amazon Customer Service and Amazon Corporate. If you begin with Amazon Customer Service you have zero chance of getting promoted beyond L2 (L = Level) or L3, especially if you are trying to get promoted into Amazon Corporate because Amazon Corporate L4 is like Amazon Customer Service L6 or L7. You have to get approval from your Team Manager if you apply for any positions higher than yours so if you are not buddy-buddy with your Team Manager he/she can immediately send negative feedback about you to the hiring manager and shoot down any chance of you being hired. You are also limited to applying to 4 jobs at a time, so you actually have a better chance at getting hired with Amazon Corporate if you don’t work for Amazon.

    There is a curious pattern of hiring from outside of Amazon directly into leadership as well, so lower level agents really have no chance at getting promoted unless they’ve got a really brown nose or other connections within the leadership to help promote them.

    Advice to Management

    Actually develop the best as the culture of Amazon promises!


  4. "Performance is closely monitored on a weekly basis"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Customer Service Associate in Cincinnati, OH
    Current Employee - Customer Service Associate in Cincinnati, OH
    No opinion of CEO

    I have been working at Amazon part-time (More than a year)

    Pros

    The main pro about the reserve customer service associates is the flexibility and the ability to make your own schedule as well as to work from your home.

    Cons

    As a customer service associate you take phone calls via computer. You are monitored by the response you receive from the callers as to whether you helped them or not. Sometimes there is nothing you can do to affect this. It can be a company policy that you are the messenger of, and the customer is not happy and grades you harshly. You can lose your job if you get a low Positive Response rate.


  5. Helpful (1)

    "The Perfect Home"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CSA - Customer Service Associate in Tampa, FL
    Current Employee - CSA - Customer Service Associate in Tampa, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Amazon full-time (More than a year)

    Pros

    I'm a mother of 3 boys so my schedule is kinda hectic. But Amazon allows a flexible work schedule so I can make sure I am always available for my children.
    Amazon is my home away from home. If I'm not "Home with my children", I'm "Home with Amazon". I love the fun and interactive ways to help people whether its helping them find the perfect dress for that special night out, or helping someone who doesn't know how to shop online place their first order. Every day is a learning experience and I LOVE that!

    Cons

    You must have patience and people skills.

    Advice to Management

    A smile will always shine through, even on the phone. If you can't tell their smiling, then clouds are in their way!


  6. Helpful (1)

    "Great company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - CSA - Customer Service Associate in Grand Forks, ND
    Current Employee - CSA - Customer Service Associate in Grand Forks, ND
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Amazon full-time (More than 3 years)

    Pros

    Work from home, great team, good benefits and bonuses

    Cons

    The scheduling system is not fair or accurate. Bad work hours

    Advice to Management

    Management only tells you what you want to hear and doesn't stand up for the employee.


  7. Helpful (4)

    "Customer Service Associate"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CSA - Customer Service Associate in Cincinnati, OH
    Former Employee - CSA - Customer Service Associate in Cincinnati, OH
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Amazon part-time (Less than a year)

    Pros

    Part-time, work from home was pretty nice. Make your own shift. Take off when you need if you have the hours to take. I got 20 hours every 3 months to take off whenever I needed. No calling in. Plus, there was plenty of VTO posted every week, so you can take those hours if they're posted and not have to work.

    Cons

    Very unforgiving disciplinary system. Your customers are you judge and jury, so if they're having a bad day to begin with, not much can stop them from giving you a "No", which to Amazon is the bottom line.

    Advice to Management

    CSAs get recorder. Let CSAs protest the "No"s and have a team leader review it and take it away if it's not the CSA's fault.

  8. Helpful (2)

    "A lot of work for the low pay"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Current Employee - Customer Service Associate in Raleigh, NC
    Current Employee - Customer Service Associate in Raleigh, NC

    I have been working at Amazon full-time (Less than a year)

    Pros

    Work from home
    Employee discount
    Work/life balance

    Cons

    Very low pay
    Manager never available
    Having to deal with irate customers and emails at the same time
    Get surveyed by customer which can affect your job


  9. Helpful (1)

    "Customer Service Associate/Contractor"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - CSA - Customer Service Associate in Kennewick, WA
    Former Employee - CSA - Customer Service Associate in Kennewick, WA
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Amazon full-time (Less than a year)

    Pros

    -Fun environment
    -Some GREAT managers
    -Tons of opportunity for advancement
    -lots of career development.

    Cons

    Very stressful work environment, it's why they try to keep people engaged with fun activities. "Political" barriers to advancement. Internal friction between branches of operation. Some positional advancement is extremely competitive which can lead to unfulfilled promises made by management.

    Advice to Management

    Focus less on punishment and more on development. The use of metrics and constant monitoring of work creates a perception of hostility between workers and their managers.


  10. Helpful (1)

    "Not worth the pay but work from home is nice"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Associate
    Former Employee - Customer Service Associate
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Amazon full-time (Less than a year)

    Pros

    Ability to take time off as needed
    Nice manager
    Work from home in your pajamas!
    No commute

    Cons

    Long hours
    Low pay
    High expectations for the amount you are paid
    Rude customers/drivers

    Advice to Management

    Increase pay