I work in an escalated unit at Amazon Customer Service that handles repeat contacts. I have the same tools as associates who take supervisor contacts so I can properly handle their problem (as to restore the customer's faith in our company.) I am part of a smaller team piloting a service for blind customers. I help them with any issues they may have on the website, as well as helping them with their screen readers. I am also a peer coach for two associates, we meet regularly and discuss their strengths and weaknesses.