Customer Service Coordinator

Full Time Job
Customer Service Coordinator (Temp)

Job Description:

At Warner Music Group, we're a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. We are guided by four core principles that underpin everything we do across all our diverse businesses:
• Music is Everything: Music is our passion, and we can never get enough. Tastes, trends, and tech will change, but great artists and songwriters will always be our driving force.
• Global Growth, Local Expertise: Music is a global language. Through communication and collaboration, our success can come from anywhere and translate everywhere.
• Innovation and Insight: Pushing the boundaries requires the best information and the boldest imagination. We use both to create the future.
• Empowered by People: Like the artists we serve and the music they make, our differences make us stronger. This is a place where every talent can belong and build a career.

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 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

About us:

As the home to 300 Elektra, Asylum, Atlantic, East West, 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?

Click the ''Apply'' link at the top of the page, or apply directly with your LinkedIn. Applying with LinkedIn will import all of the information you put in your profile, but will still allow you to upload a resume and cover letter.

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.

#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.

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.

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