Customer Service Coordinator (Temp)

  • Warner Music Group
  • New York, NY, USA
  • Nov 19, 2019
Temporary Admin Customer Service e-Commerce

Job Description

We are Warner Music Group, home to a broad roster of new stars and legendary artists through a collection of the best-known record labels in the music industry including Asylum, Atlantic, Big Beat, Canvasback, East West, Elektra, Erato, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Reprise, Rhino, Roadrunner, Sire, Spinnin’, Warner Records, Warner Classics, and Warner Music Nashville, as well as Warner Chappell Music, one of the world's leading music publishers, with a catalog of more than one million copyrights worldwide.

For more than four decades, WMG has been an industry-leading force in providing a world-class array of services designed to help artists and labels grow their careers and their businesses. Artist & Label Services is the umbrella for WEA (Warner-Elektra-Atlantic) – the pioneering WEA distribution and marketing network – and Alternative Distribution Alliance (ADA) – the groundbreaking global distribution company for independent artists and labels.

We currently have a fantastic opportunity to join our innovative and highly sought-after Warner Music Artist Services team at WEA, Warner Music Group’s distribution division.

A little bit about our team:

The Customer Service team provides support to consumers who purchase online from the artist websites.

Why this could be your next big break:

The Customer Service Coordinator will 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:

  • Respond to daily HelpSpot tickets customer issues (status of shipment, order tracking, general payment processing issues, PIN Code Redemption, product and promotions).
  • Cancel or disable order from any further processing at customers request.
  • Process Returns (refund or exchange).
  • Document non-standard issues in BaseCamp for information and or advises on how to handle inquiry.
  • Escalates tickets according to established standard operating procedures.
  • Key Replacement Orders
  • Daily maintenance of Helpspot main queue (spam, merge etc).
  • Assist e-Commerce department with Customer Service support.
  • Develop standard responses and maintain knowledge books via HelpSpot.

Rockstar candidates will be able to:

  • 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.
  • 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.
  • 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. 
  • Ability to communicate appropriate company policy to the customer.
  • Experience using Magento and/or HelpSpot would be a plus.

It would be music to our ears if you also had:

  • College Degree preferred
  • A love of music and an understanding of the “fan” mentality
  • At least 2 years previous experience preferred

Why join us?

Warner Music Group is all about our people. We are one global company made up of the most knowledgeable, passionate, and creative people in our business.

It is the mission of every member of the WMG team around the world to create a nurturing environment for artists, songwriters, and the people behind the music, every stage of their career. We strive to set WMG apart from the rest of the industry by embracing a philosophy of innovation that is part of our company's DNA. 

Consider a career at WMG and be a part of one of the biggest forces in music today. 

>>> Click on Apply Now to be taken to the application page.