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 fellow employees at 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. WMG's top priority is the safety and wellbeing of its team members, artists and songwriters across the globe. In response to COVID-19, WMG is fully committed to helping its people balance their home and life commitments with flexible working options, virtual wellness sessions, and more. WMG strives to maintain a COVID-free workplace. To that end, being fully vaccinated against COVID-19 is a condition of employment for all US new employees, prior to the commencement of employment. If you are hired, you will be required to provide proof of your vaccination as part of your new employee onboarding process, subject to our legal obligation to make reasonable accommodations in certain limited circumstances. Job Description: Detailed Job Description/ Responsibilities: 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. Required Competencies/Skills: 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. Special Requirements/Preferences: 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 Job Posting Range $15.00 to $18.00 Hourly Job Posting Ranges are included for all New York and California job postings and 100% remote roles where talent can be located in NYC and CA. The actual base pay is dependent upon many factors, such as work experience and business needs. The pay range is subject to change at any time dependent on a variety of internal and external factors. WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law. Copyright © 2022 Warner Music Inc.