DTC FW-Associate_USD

Warner Bros. Discovery, Inc. is seeking a reliable consumer-obsessed Guest Services Coordinator to join our Magnolia Guest Services team.

Magnolia Guest Services supports all inquiries related to the Magnolia brand, 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/mortar retail stores, a design and construction firm, a lifestyle magazine, a restaurant, a bakery, a coffee shop, a real estate company, andvacation rental properties.

The Magnolia Guest Services team is highly adaptive, collaborative, and agile. We are passionate (some may even say obsessed) about the Magnolia brand, its consumers, and our team members. Some roles come with different responsibilities than others, but all roles come with equal respect. This team innovates with speed and curiosity; acting as owners, doers, and as one team. We thrive on delighting beyond expectations and look for opportunities to raise the bar together.

The Role
The Magnolia Guest Services Coordinator will be responsible for communicating with Magnolia guests regarding a variety of topics including order-related inquiries, shop and product questions, and Magnolia Network-related questions, as well as visiting the Waco properties. A Guest Services Coordinator must be a reliable self-starter who is dependable. They must also possess strong interpersonal, customer service, and communication skills along with the capacity to respond to requests with varying degrees of complexity in a short amount of time. Must be a quick learner and nimble with a strong ability to multitask and be familiar with online retail customer service practices. This position will be fully remote and report to the Supervisor of Magnolia Guest Services.

Responsibilities
Interact daily with Magnolia Guest via email, chat, and phone delivering white glove service by responding and resolving guest inquiries efficiently without sacrificing resolution quality
Approach guests with an empathetic customer-centric mindset
Lead with curiosity to gain a clear understanding of what the guest is trying to accomplish
Seamlessly handles multiple communication channels and action items simultaneously
Review previous guest interactions to ensure all outstanding concerns have been addressed
Provide accurate, valid, and complete information about Magnolia products and services by using the right resources/tools
Approach concerns with creative problem-solving in an effort to resolve guest concerns in a way that is mutually beneficial for the guest and the business
Possess a keen attention to detail
Participate in and facilitate special projects as required
Follow communication procedures, guidelines, and policies
Requirements

Associates 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
Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain a 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.

---