Coordinator, eCommerce Fan Services – Philadelphia, Pennsylvania Job at Universal Music Group
We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
How we LEAD:
UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Customer Service Coordinator to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.
How you’ll CREATE:
-
Perform regular standardized quality audits of customer engagement handling by our team of +20 customer service representatives to ensure consistent and positive service to our customers and adherence to policies and procedures
-
Provide feedback reports to Customer Service management on individual audit results and group trends
-
Participate in and/or lead weekly quality calibration exercises with vendor support management teams
-
Monitor daily ticket volumes through Zendesk views and assign priorities to CSR team if/as needed to ensure customers are being responded to in a timely manner and in the order in which requests were received
-
Serve as a subject matter expert and team resource regarding customer service process and procedures, policies, quality concerns or issues
-
Support customer service training and quality projects or other assignments as needed
-
Collaborate and communicate across various eCommerce teams to assist in projects as needed
-
Uphold the policies of the E-Commerce/Merchandising department as stated in the Universal Music Group Customer Care Help Center.
Bring your VIBE:
-
Bachelor’s degree in Business, or a related field
-
eCommerce or Quality Assurance experience
-
Customer Service experience, preferably in retail or eCommerce environment
-
A self-starter who is keen to identify opportunities for operational improvement and process documentation
-
Experience with workflow software (Microsoft Office, Google Sheets, Monday, etc)
-
Knowledge of Zendesk
-
Excellent verbal and written communication skills, with the ability to adjust as needed
-
Adept at working in a fast-paced environment and successfully juggle multiple projects and tasks with tight deadlines
-
Extremely detail-oriented and highly organized
-
Ability to analyze and report on trends and issues
-
Easily adjusts to shifting priorities
-
Trustworthy with sensitive information
Perks Playlist:
-
Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
-
Comprehensive medical, dental, vision, and FSA options, as well as:
-
100% coverage for out-patient mental health services
-
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
-
A lifetime fertility support allowance of $30,000 to plan participants
-
Student Loan Repayment Assistance and Tuition Reimbursement
-
100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
-
-
Variety of ways to prioritize much-needed time away from work including:
-
Flexible Paid Time Off (PTO) for exempt employees
-
3-weeks PTO for non-exempt employees
-
2-weeks paid Winter Break
-
10 Paid Holidays (including Juneteenth and Wellbeing Day)
-
Summer Fridays (between Memorial Day and Labor Day)
-
Generous paid parental leave for every type of parent
-
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.
All UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law.
Universal Music Group is an Equal Opportunity Employer
We are an E-Verify employer.
For more information, please click on the following links.
E-Verify Participation Poster:
English / Spanish
E-Verify Right to Work Poster:
English
|
Spanish
Job Category:
Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.