Coordinator, Magnolia Guest Services

Job Description

Warner Bros. Discovery, Inc. is seeking a reliable consumer-obsessed Guest Services Coordinator to join our Magnolia Guest Services team. Magnolia Guest Services supports all inquiries related to the Magnolia brand, including product and order questions, network inquiries, and visit/experience inquiries. We provide white glove service to Magnolia guests and are an active partner throughout the organization. Magnolia is a lifestyle brand founded by Chip and Joanna Gaines that encompasses a variety of businesses based in Waco, Texas. A few of these include both online and brick/mortar retail stores, a design and construction firm, a lifestyle magazine, a restaurant, a bakery, a coffee shop, a real estate company, and vacation rental properties. The Magnolia Guest Services team is highly adaptive, collaborative, and agile. We are passionate (some may even say obsessed) about the Magnolia brand, its consumers, and our team members. Some roles come with different responsibilities than others, but all roles come with equal respect. This team innovates with speed and curiosity; acting as owners, doers, and as one team. We thrive on delighting beyond expectations and look for opportunities to raise the bar together.

Your New Role...

The Magnolia Guest Services Coordinator will be responsible for communicating with Magnolia guests regarding a variety of topics including order-related inquiries, shop and product questions, and Magnolia Network-related questions, as well as visiting the Waco properties. A Guest Services Coordinator must be a reliable self-starter who is dependable. They must also possess strong interpersonal, customer service, and communication skills along with the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and be familiar with online retail customer service practices. This position will be fully remote and report to the Supervisor of Magnolia Guest Services.

Your Role Accountabilities...
• Interact daily with Magnolia Guest via email, chat, and phone delivering white glove service by responding and resolving guest inquiries efficiently without sacrificing resolution quality
• Approach guests with an empathetic customer-centric mindset
• Lead with curiosity to gain a clear understanding of what the guest is trying to accomplish
• Seamlessly handles multiple communication channels and action items simultaneously
• Review previous guest interactions to ensure all outstanding concerns have been addressed
• Provide accurate, valid, and complete information about Magnolia products and services by using the right resources/tools
• Approach concerns with creative problem-solving in an effort to resolve guest concerns in a way that is mutually beneficial for the guest and the business
• Possess a keen attention to detail
• Participate in and facilitate special projects as required
• Follow communication procedures, guidelines, and policies

Qualifications and Experience...
• Associate's degree or equivalent customer service experience
• Knowledge of mobile apps, connected devices, digital TV technology, and online retail practices
• Experience with Zendesk preferred
• Proficiency with Google Suite and demonstrated competency in learning new software
• Strong technical skills
• Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain a consistent brand voice
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• Strong problem-solving and critical-thinking skills
• Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
• Commitment to teamwork through relationship-building, reliability, trust, and collaboration
• Must have the legal right to work in the US

How We Get Things Done…

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

The Legal Bits…

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects the diversity of our society and the world around us. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you're a qualified candidate with a disability and you need a reasonable accommodation in order to apply for this position, please contact us at recruitadmin@wbd.com.

Jobcode: Reference SBJ-d8pxyk-216-73-216-221-42 in your application.