Customer Service Representative

Business Strategy & Operations Philadelphia, Pennsylvania Req. UMG-2569


Fame House, a Universal Music Group company, is seeking an enthusiastic, detail-oriented Customer Service Representative to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

Job Functions:

  • Communicate and resolve inquiries with customers via email, social media, and phone
  • Resolve product or service problems 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; following up to ensure resolution.
  • Assist with placement of orders, refunds, or exchanges.
  • Keeps customer records up to date.
  • Report recurring issues, trends.
  • Prepare and ship customer care packages, gift cards and other correspondence as needed.
  • Other administrative responsibilities as required.
  • Responds to customers in a timely and completely respectful manner.
  • Treat customers the way they would like to be treated, and strive to always make a positive difference in customers’ lives.
  • Uphold the policies of the E-Commerce/Merchandising department as stated in the Fame House Customer Care Help Center.

Job Requirements:


  • Strong communication skills; verbal and written.
  • Ability to be patient, express empathy, and concern.
  • 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.
  • Strong work ethic, highly motivated, upbeat personality, team player.
  • Ability to analyze and report on trends and issues.
  • Reliable attendance history.
  • Availability to work a flexible schedule, which includes evenings and weekends.
  • Strong computer skills; Microsoft Office, Internet search skills.


  • 2 Years of customer service work experience and /or experience in an inbound call center strongly a plus


  • High School Diploma / GED or equivalent, some college preferred.

Universal Music Group is an Equal Opportunity Employer.


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