Customer Support Coordinator - REMOTE - DZConnex Media

The Role
The coordinator will be responsible for communicating with guests, troubleshooting issues, answering retail questions and working closely with other team members to ensure errors are reported, prioritized, and resolved. He or she must have strong interpersonal, customer service and communication skills and the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and must be familiar with online retail customer service practices. This position will report to the Supervisor of Fan Relations.

Responsibilities
• Interact daily with customers via email, chat, phone, app stores, social platforms, and other forms of communication ensuring the customer’s inquiry is responded to and resolved within SLA and target goals
• Deliver world-class, proactive customer service to internal and external stakeholders
• Identify and assess customers’ needs to achieve satisfaction
• Provide accurate, valid and complete information about products and services by using the right resources/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Participate in and facilitate special projects as required
• Follow communication procedures, guidelines and policies

Requirements
• Associate degree or equivalent customer service experience
• Knowledge of mobile apps, connected devices, digital TV technology and online retail practices
• Experience with Zendesk preferred
• Proficiency with Google Suite and demonstrated competency in learning new software
• Strong technical skills and ability to type at least 45 words per minute
• Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent brand voice
• Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
• Strong problem-solving and critical thinking skills
• Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
• Commitment to teamwork through relationship-building, reliability, trust, and collaboration
• Must have the legal right to work in the U.S.

Available Schedules (1 opening per schedule)
11:30am - 8pm EST (30 minute lunch) - MWRFY (Tuesday and Sunday off)
11:30am - 8pm EST (30 minute lunch) - MTRFY (Wednesday and Sunday off)
11:30am - 8pm EST (30 minute lunch) - MTWFY (Friday and Sunday off)
9:00am - 5:30pm EST (30 minute lunch) - MTWRF (Saturday and Sunday off)
8:00am - 4:30pm EST (30 minute lunch) - MTWRF (Saturday and Sunday off)