Coordinator Magnolia Guest Services

Duration: 60 days/90 days

Location: REMOTE Will consider candidates ONLY in the following states: Tennessee Florida Maryland Texas Michigan Georgia and Illinois (need to be in a Magnolia hirable state (no Cali/ no Virginia/ no NY))

Pay Rate $17/hr (Note that these are only for 60 days & 90 days respectively) for all state

Training 1 week TSat 95:30.

Shift Timing: Fri/Sun Off 9 5:30 (not sure which will be the 60 or 90 day schedule)

Wed/Sun Off 9:30 6:00 (not sure which will be the 60 or 90 day schedule)

Hours of operation: MSat 9am 6pm (Def Saturday hours)

Reg Zoom Interviews will be held (not the video interview as was used in previously hiring Fan Relations positions)

Description:

Warner Bros. Discovery Inc. is seeking a reliable consumerobsessed 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 and vacation 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 orderrelated inquiries shop and product questions and Magnolia Networkrelated questions as well as visiting the Waco properties. A Guest Services Coordinator must be a reliable selfstarter 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 customercentric 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 problemsolving 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 consumerfacing 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 problemsolving and criticalthinking 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 relationshipbuilding reliability trust and collaboration

Must have the legal right to work in the U.S