eCommerce Fan Services Representative

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

We at UMG are the world's leading music company. In everything we do, we are committed to artistry, innovation, and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How we LEAD:

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented eCommerce Fan Services Representative to work within the Merchandise and eCommerce Department in our headquarters in Philadelphia.

How you'll CREATE:

• Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment and following up to ensure resolution
• Keep customer records up to date
• Assist with processing returns or exchanges
• Apply the Golden Rule and treat customers the way they would like to be treated and strive to always make a positive difference in customers' lives.
• Report recurring issues or trends
• Respond to customers in a timely and respectful manner
• Other administrative responsibilities as assigned
• Uphold the policies of eCommerce and Label Services 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
• Reliable attendance history
• Ability to be patient and express empathy
• Available to work a flexible schedule, which may include evenings and weekends as needed
• 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

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 Paid Holidays (including Juneteenth and Wellbeing Day)
  • Summer Fridays (between Memorial Day and Labor Day)
  • Generous paid parental leave for every type of parent

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

All UMG employees are currently required to be fully vaccinated against COVID-19 or provide proof of a negative PCR or Antigen test before entering any Company offices unless they have been approved for an exemption or unless prohibited by applicable law.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer.

For more information, please click on the following links.

E-Verify Participation Poster: English / Spanish

E-Verify Right to Work Poster: English | Spanish

Job Category:

eCommerce