REMOTE - Customer Support Supervisor - DZConnex Media

Role

Warner Bros.’ Discovery, Inc. is seeking a consumer-obsessed guest relations expert to join our team. Guest Services supports all inquiries related to Magnolia, including product and order questions, network inquiries, and visit/experience inquiries. We provide white glove service to Magnolia guests and are an active partner throughout the organization. Magnolia is a lifestyle brand founded by Chip and Joanna Gaines that encompasses a variety of businesses based in Waco, Texas. A few of these include: both online and brick and mortar retail stores, a design and construction firm, a lifestyle magazine, a restaurant, a bakery, a coffee shop, a real estate company and vacation rental properties.

Coordinators are responsible for communicating with Magnolia guests via all channels, troubleshooting issues, answering retail questions and working closely with other team members to manage guest issues and concerns. Coordinators must possess strong 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. Coordinators are quick learners, adaptable, and possess the ability to multitask. They’re also seasoned experts and familiar with online retail customer service practices. Coordinators report to the Magnolia Guest Services Supervisor.

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.