Coordinator, Customer Service

Job Description

Coordinator, Customer Service Temp

A little bit about our team:

The Customer Experience team is positioned at the intersection of ecommerce, marketing, production and customer service. We believe that there is no commerce without the customer.
Our vision:

We strive to ensure that our coworkers are treated exceptionally, and our customers have superstar experiences from product design-to-delivery.

Your role:

The Customer Service Coordinator will serve some of the most passionate fans in the world through a customer-centric centric lens. Work cross functionally with a passionate group of music fans and experienced service professionals to de-escalate and resolve issues. This is your gateway into the direct-to-consumer music business! Many of our past team members have gone on to work at Warner in e-commerce, audience development, VIP, and Email Operations.

Here you'll get to:
• Solve problems for music fans around the world, while gaining exposure to e-commerce, merch production, marketing tactics, and customer service best practices.
• Learn how to navigate enterprise level help desk and ecommerce platform forms, such as Zendesk and SalesForce/Commerce Cloud.
• Answer questions regarding order status, payment, product, promotions, technical problems related to the shopping experience.
• Understand how to treat customers like superstars by utilizing empathy & resourcefulness to provide an exceptional experience.

About you:
• A genuine interest in helping and serving people
• An exceptional ability to be resourceful, decisive, and kind when helping customers
• An exceptional ability to assess issues and manage urgency
• An understanding of the ''fan'' mentality
• Adeptly address & manage a myriad of customer issues (status of shipment, order tracking, general payment processing issues, product, and promotions).
• Investigate the underlying issues driving tickets and think creatively about how to improve the process for the customer.
• Be comfortable with processing returns, cancel orders, key replacements, and document trends.
• Develop standard written responses and maintain a knowledge base.
• On a limited basis work during peak seasonal periods and on weekends for priority artist releases/activations.
• Achieve deadlines in a personable, cooperative, and efficient manner.
• At least 2+ years previous direct-to-consumer customer service experience preferred

We'd love it if you also had:
• Familiar with social commerce and how fans interact with brands/artists on social media platforms.
• Good communication skills, when working with customer service team and other departments.

Jobcode: Reference SBJ-gq43o1-3-149-234-141-42 in your application.