Social Media Customer Service Representative

Business Strategy & Operations Philadelphia, Pennsylvania Req. UMG-4070


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.

How we LEAD: 

UMG eCommerce & Label Services is seeking an enthusiastic, detail-oriented Social Media Customer Service Representative to work within the Merchandise and E-Commerce Department in our headquarters in Philadelphia.

How you’ll CREATE:

  • Resolve product or service issues
  • Ability to clarifying the customer’s complaint and determine the cause of the problem
  • Select and explain the best solution to solve the problem
  • Expedite corrections or adjustments
  • Follow up to ensure resolution
  • Monitor various social media channels to solve customer issues or complaints
  • Report recurring issues or trends
  • Respond to customers in a timely and respectful manner
  • Strive to always make a positive difference in customers’ lives

Bring your VIBE:

  • 1+ years of social media experience
  • 3+ years of customer service experience
  • Strong communication skills, both verbal and written
  • Ability to recognize situations that need to be escalated
  • 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, and a team player
  • Ability to analyze and report on trends and issues
  • Strong computer skills; Microsoft Office, Internet search skills
  • Bachelor’s Degree in business or related field preferred

Perks Playlist:

  • Competitive Compensation Package including Salary, Benefits and Generous 401k Savings Plan
  • Paid Time Off – Paid Holidays, “Gift Week”, Summer Fridays
  • Student Loan Repayment Assistance
  • Employee Developmental Support
  • Annual Gym Reimbursement Package
  • Pet Insurance, plus much more!

Universal Music Group is an Equal Opportunity Employer