Job details

Coordinator, Customer Service Temp - job 1 of 2

Job Description:

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.

About us:

As the home to Asylum, Atlantic, East West, Elektra, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics, and several other of the world’s premier recording labels, Warner Music Group champions emerging artists and global superstars alike. And our renowned publishing company, Warner Chappell Music, represents genre-spanning songwriters and producers through a catalogue of more than one million copyrights worldwide. Redefining what it means to be a music company in the 21st century, our consumer brands include trend-setters like UPROXX, Songkick, HipHopDX, and EMP. We’re the home to WMX – the next generation services division that connects artists with fans and amplifies brands in creative, immersive, and engaging ways – and Alternative Distribution Alliance (ADA) – the ground-breaking global distribution company for independent artists and labels.

Together, we are Warner Music Group: Music With Vision & Voice.

Love this job and want to apply?

Don’t be discouraged if you don’t hear from us right away. We’re taking our time to review all resumes, and to find the best people for WMG.

Thanks for your interest in working for WMG. We love it here, and think you will, too.

WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.

#LI-Hybrid

Salary Range

$16.00 to $20.00 Hourly

Salary Ranges are included for all NY, California job postings and 100% remote roles where talent can be located. 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.

By Warner Music Group

With a legacy extending back over 200 years, Warner Music Group (WMG) today brings together artists, songwriters and entrepreneurs that are moving entertainment culture across the globe. Operating in more than 70 countries through a network of aff...

18 jobs

CULTURE VALUES

Inclusive & Diverse

Passion for Exploration

Rise from Within

FUNDING

Public

INDUSTRY

Broadcast Media

TEAM SIZE

1001-5000

LOCATION