Remote - Customer Support Representative - DZConnex Media

Role
Warner Bros.’ Discovery, Inc. is seeking a Customer Support Coordinator that will communicate with consumers quickly and efficiently, troubleshoot issues and escalate when necessary, and collaborate with other team members to ensure errors and issues are reported and prioritized. They must have impeccable interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. The coordinator will support omnichannel communication including phone calls, emails, chat interactions, and social media messages. They must be a quick learner with a strong ability to multitask and have familiarity with video streaming and digital apps, as well as the associated technology and operating systems.

The Customer Support Coordinator will communicate with consumers quickly and efficiently, troubleshoot issues and escalate when necessary, and collaborate with other team members to ensure errors and issues are reported and prioritized. They must have impeccable interpersonal, customer service, and communication skills and have the capacity to respond to requests with varying degrees of complexity in a short amount of time. The coordinator will support omnichannel communication including phone calls, emails, chat interactions, and social media messages. They must be a quick learner with a strong ability to multitask and have familiarity with video streaming and digital apps, as well as the associated technology and operating systems.

Responsibilities

• Interact daily with customers through all channels, but focused on phone, chat, and email
• Responsible for delivering quality service 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 Magnolia 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
• Follow communication procedures, guidelines and policies

Requirements

• Associate’s 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.