Customer Service Representative

Job Description:

Duties:

Communicate and resolve inquiries with customers via email.

Resolve product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.

Assist with facilitating returns or exchanges.

Keeps customer records up to date. Report recurring issues trends.

Other administrative responsibilities as required.

Adhere to attendance policies and required KPI goals.

Responds to customers in a timely and completely respectful manner.

Treat customers the way they would like to be treated and strive to always make a positive difference in customers' lives.

Uphold the policies of the E-Commerce/Merchandising department as stated in the Music Group Customer Care Help Center.

**Job is hybrid (3 days per week in office, 2 days per week from home). Must have a working computer and internet for days at home. Computer + equipment to be provided for days in office. Must be local to Philadelphia and vaccinated. **

Skills:

Strong communication skills; verbal and written.

Ability to be patient express empathy and concern.

Independent thinker; able to make meaningful decisions based on each situation.

Excellent follow up skills and 100% follow through on commitments. Result and action oriented resourceful.

Strong work ethic highly motivated upbeat personality team player.

Ability to analyze and report on trends and issues.

Reliable attendance history.

Availability to work a flexible schedule which includes evenings, weekends and holidays.

Strong computer skills.

eCommerce experience preferred.

Zendesk experience preferred.

Call center, email and/or live chat experience required.

Microsoft Office Internet search skills

Schedules Available (all are 9a-6p Est with 1 hour lunch break):

Saturday-Wednesday (Thursday & Friday off) - in office days would be Monday-Wednesday, WFH days would be Saturday & Sunday

Monday-Friday (with one weekend rotation per month) - mandatory in office day for the full team is Wednesday, the other 2 days are at your discretion but at least 1 of those 2 must be a Tuesday or Thursday