20 days old

Coordinator, Magnolia Guest Services

Discovery Inc
Knoxville, TN 37902
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Discovery Inc

Location: Knoxville, Tennessee, United States,
Req ID: 32517


The Team

Discovery, Inc. is looking for an efficient communicator and storyteller to join our Magnolia Guest Services Fan Relations team. Fan Relations is a customer support function under Corporate Communications and assists every department and all of Discoverys U.S. networks including Magnolia, Discovery Channel, HGTV, Food Network, TLC, Investigation Discovery and Animal Planet to name a few. From digital products across multiple platforms to linear pilots, sweepstakes launches, website redesigns, corporate and legal escalations, Fan Relations constantly provides top-level customer service to consumers, internal clients, and business partners. We are seeking an adept storyteller and skilled strategist to join our team as a virtual leader in all aspects as we assist guests with their Magnolia customer service experience.

The Company

Discovery brands continue to grow globally and across platforms, and Fan Relations is building media strategies and systems that meet world-class standards for which Discovery is known. 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 and 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 Role

The coordinator will be responsible for communicating with Magnolia guests, troubleshooting issues, answering retail questions and working closely with other team members to ensure errors are reported, prioritized, and resolved. He or she must have strong interpersonal, customer service and communication skills and 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 must be familiar with online retail customer service practices. This position will be based in Knoxville, TN or Waco, TX and report to the Supervisor of Fan Relations.


  • Interact daily with customers via email, chat, phone, app stores, social platforms, and other forms of communication ensuring the customers inquiry is responded to and resolved within SLA and target goals
  • Deliver world-class, proactive customer service to internal and external stakeholders
  • Identify and assess customers needs to achieve satisfaction
  • Provide accurate, valid and complete information about Magnolia products and services by using the right resources/tools
  • Handle complaints, provide appropriate solutions?and alternatives within the time limits and follow up to ensure resolution
  • Participate in and facilitate special projects as required
  • Follow communication procedures, guidelines and policies


  • 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 and ability to type at least 45 words per minute
  • Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain 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.


Posted: 2022-06-10 Expires: 2022-07-12

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Coordinator, Magnolia Guest Services

Discovery Inc
Knoxville, TN 37902

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