Coordinator, Customer Service Quality & Training

Job Description

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Coordinator, Customer Service Quality & Training to join our eCommerce Fan Services and Customer Support team, working within the Merchandise and E-Commerce Department in our headquarters in Philadelphia. The Coordinator will work with other areas of the eCommerce Operations division to ensure customers are provided with best in class service and support across the eCommerce D2C business.

How you'll CREATE:
• Liaise with quality leads to analyze agent performance trends
• Support training leads in developing ongoing training calendars to align with areas of improvement opportunity for customer support agents
• Assist training leads in building customized coaching plans for customer support agents
• Partner with quality and training leads to develop and maintain consistent standard operating procedures for in-house and outsourced team reviews and ongoing quality calibrations
• Update and maintain customer service knowledge resources to arm representatives with current and accurate information for consumers
• Monitor and respond to customer escalations and assist with general customer service support as needed, including assisting with placement of orders, refunds, or exchanges on behalf of the consumer
• Handle administrative tasks as requested by management
• Uphold the policies of the E-Commerce and Merchandising department as stated in the UMG Customer Care Help Center.

Bring your VIBE:
• Strong communication skills, both verbal and written.
• Ability to recognize situations that need to be escalated
• 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 and efficient
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelors Degree in business or related field preferred
• 1+ years customer service experience
• 2+ years quality assurance experience

Perks Playlist:
• Be part of an entrepreneurial, global organization that values authenticity, drive, creativity, relationships, and a competitive spirit
• Comprehensive medical, dental, vision, and FSA options, as well as:
• 100% coverage for out-patient mental health services
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• A lifetime fertility support allowance of $30,000 to plan participants
• Student Loan Repayment Assistance and Tuition Reimbursement
• 100% immediately vested 401(k) match on the first 5% of your contribution on eligible compensation
• Variety of ways to prioritize much-needed time away from work including:
• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Company Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.

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Job Category:
Customer Service

Salary Range:
$38,300- $58,630

The actual base salary offered depends on a variety of factors, which may include, as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job. All candidates are encouraged to apply.

Jobcode: Reference SBJ-g68yn0-3-149-244-193-42 in your application.