Customer Service Coordinator

Job Description

Customer Service Coordinator (Temp)

A little bit about our team:

The Warner Music Group Customer Service Team is made up of music fanatics, who can relate to our customers, employ empathy, summon resources, and creatively solve problems.

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 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.

Your role:

Respond to customer email through the Help Spot web-based application. Answer questions regarding order status, payment, product, promotions, technical problems, or the shopping experience. Respond to customer inquiries ensuring that all the all necessary information is provided to meet the customer's needs and resolve the issue. This may require collaboration with other departments, or escalation of the issue according to established standard operating procedures.

Here you'll get to:
• Administrative Zendesk responsibilities as assigned
• Respond to customer emails, resolving customer concerns and troubleshooting issue.
• Assist with processing returns or exchanges.
• Report recurring issues or trends
• Respond to customers in a timely and respectful manner
• Monitor system performance to identify pain points and efficiency opportunities.

About you:
• Zendesk knowledge
• Strong problem-solving skills
• Customer service attitude
• Ability to multi-task various priorities and manage multiple projects.
• Ability to work independently and be a team player
• Ability to analyze and report on trends and issues
• Willingness to work some nights, weekends, and holidays
• Excellent written and verbal communication skills as well as listening skills
• Excellent time management, follow-up skills, organizational skills with ability to prioritize workload, and strong attention to detail

We'd love it if you also had:
• Extensive knowledge of customer service techniques, marketing concepts, retail sales, distribution, and inventory procedures.
• Ability to achieve deadlines in a personable, cooperative, and efficient manner within a pressed environment
• eCommerce support experience
• Strong computer skills; Microsoft Office, Internet search skills
• Experience using Sales Force Commerce Cloud, Shopify and Zendesk Experience would be a plus
• College Degree preferred

#LI-Hybrid

Salary Range
$15.00 to $18.00 Hourly

Job Posting Ranges are included for all California, Colorado, New York, and Washington job postings and 100% remote roles where talent can be located in CA, CO, NYC and WA. The actual base pay is dependent upon many factors, such as work experience and business needs. The pay range is subject to change at any time dependent on a variety of internal and external factors.

Jobcode: Reference SBJ-gqzk6x-18-217-119-115-42 in your application.