Coordinator, Customer Service

This is a Full Time Job

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.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:
• Solve problems for music fans around the country, 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
• Answer questions regarding order status, payment, product, promotions, technical problems related to the shopping experience.
• Understand how to treat customers like Rockstar's by ensuring that all the necessary information is provided to meet their needs.
• Benefit from our belief in continuous training & development to enhance the entire customer experience.Here you'll get to:
• 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.About you:
• A love of music and an understanding of the ''fan'' mentality
• A pragmatic, can do attitude
• A genuine interest in helping and serving people
• At least 2 years previous experience preferred
• Strong problem-solving skills
• The ability to manage your time and have a strong attention to detail.
• Experience using help desk platforms, I.e., Zendesk, HelpSpot
• Familiarity with e-commerce platforms, I.e., Salesforce Commerce Cloud/Demandware, Shopify
• Experience with community management for social media, forums (external/internal)
• Knowledge of customer service techniques, marketing concepts, retail sales, distribution, and inventory procedures.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-HybridJob Posting RangeJob Posting Ranges are included for NYC based and 100% remote roles where talent can be located in NYC. The actual base pay is dependent u