Coordinator, Customer Service

This is a Full Time Job

We remain committed to Diversity, Equity, and Inclusion. We know it fosters a culture where you can truly belong, contribute, and grow. We encourage applications from people of any age, gender identity, sexual orientation, race, religion, ethnicity, disability, veteran status, and any other characteristic or identity.

Consider a career at WMG and get the best of both worlds – an innovative global music company that retains the creative spirit of a nimble independent.

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 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 country, while gaining exposure to e-commerce, merch production, marketing tactics, and customer service best practices.
• Help us develop our strategy around social media moderation and providing support for social commerce sales (Instagram, TikTok, YouTube Merch, etc.)
• Learn how to navigate enterprise level help desk and ecommerce platform forms.
• Answer questions regarding order status, payment, product, promotions, technical problems related to the shopping experience.
• Understand how to treat customers like rockstars by ensuring that all the necessary information is provided to meet their needs.

About you:
• Familiar with social commerce and how fans interact with brands/artists on social media platforms.
• Adeptly 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.

We'd love it if you also had:
• An understanding of the ''fan'' mentality
• A genuine interest in helping and serving people in a pragmatic fashion
• At least 3 years previous experience preferre