22 days old

Coordinator, Magnolia Guest Services

Discovery Inc
Woodway, TX 76712
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  • Job Code
Discovery Inc

Location: Woodway, Texas, United States,
Req ID: 32400


The Role

The Magnolia Support Coordinator will be responsible for communicating with digital consumers, troubleshooting issues, researching potential bugs, and working closely with other team members to ensure errors are reported, prioritized, and resolved. The person must have strong interpersonal, customer service and communication skills and have 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 Magnolia content including orders, shipping, vendor and all Magnolia branded companies.


  • Interact daily with customers via email, chat, phone, app stores, social platforms, Better Business Bureau and other forms of communication ensuring the customers inquiry is responded to and resolved within SLA and target goals
  • Resolving Magnolia escalations, specializing in vendor, warehouse, chargebacks and return/refund escalations
  • Showcase advanced analytical skills to identify, gather, and organize information as it pertains to trending surrounding Magnolia escalations
  • Communicate courteously and effectively to understand issues from the customer's perspective
  • Deliver world-class, proactive customer service to internal and external stakeholders
  • Ability to meet and exceed key performance and customer service goals such as Customer Satisfaction, Average Handle Time, and Quality Assurance
  • Make every effort to retain our customers business and ensure satisfaction at every step
  • Keen to solve problems - do a little research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
  • Liaise with other departments to ensure seamless communication and successful resolution of company wide inquiries, issues, concerns, etc.


  • Associates degree or equivalent 2-years customer service experience required; 3+ years preferred
  • Experience with all Magnolia brand content preferred
  • Experience with Zendesk preferred
  • Proficiency with Shopify, NetSuite, and Returns Center and demonstrated competency in learning new software
  • Capability of crafting consumer-facing communications in an adept way to resolve issues and maintain consistent brand voice
  • Strong ability to multitask; complete troubleshooting steps while maintaining customer and internal team communication
  • Ability to think strategically, assess opportunities, and provide creative solutions to complex problems while remaining flexible and adaptable
  • Superior customer service and communication skills (both written and verbal) with the ability to interact and support different levels within the organization
  • Ability to adjust priorities and manage time wisely in a fast-paced environment
  • Commitment to teamwork through relationship-building, reliability, trust, and collaboration


Posted: 2022-06-07 Expires: 2022-07-09

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Coordinator, Magnolia Guest Services

Discovery Inc
Woodway, TX 76712

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