Experienced Customer Service Representative - Music Licensing and Royalties Administration

Join the Team at ASCAP: Advocating for Music Creators and Delivering Exceptional Customer Experiences The American Society of Composers, Authors and Publishers (ASCAP) is a renowned membership association of over 900,000 songwriters, composers, and music publishers, dedicated to protecting the rights and interests of music creators. With a rich history and a strong commitment to innovation, ASCAP is seeking an experienced Customer Service Representative to join our team. As a key member of our customer service department, you will play a vital role in delivering high-quality service to our general licensing non-VIP customers, ensuring their satisfaction and loyalty. About ASCAP and Our Mission ASCAP is a not-for-profit organization founded and governed by songwriters and composers. We operate as a performing rights organization, licensing a vast repertory of over 18 million musical works to hundreds of thousands of businesses that use music. Our mission is to advocate for the rights and value of music, drive innovation, and provide resources and support to music creators. By joining our team, you will be part of an organization that puts music creators first and is dedicated to making a positive impact in the music industry. Job Summary We are looking for an experienced Customer Service Representative to provide exceptional service to our general licensing non-VIP customers. The successful candidate will have a strong background in customer service, excellent communication skills, and the ability to work in a fast-paced environment. As a Customer Service Representative, you will be responsible for answering account and billing questions, resolving disputes, and providing accurate and timely information regarding payment and reporting terms. You will also be expected to maintain a pleasant demeanor in every interaction, adhere to our service level expectations, and contribute to team efforts. Key Responsibilities Provide high-quality, best-in-class service to general licensing non-VIP customers, ensuring their satisfaction and loyalty Answer account and billing questions, resolve disputes, and provide accurate and timely information regarding payment and reporting terms Maintain a pleasant demeanor in every interaction, adhering to our service level expectations of One Call Resolution and 24-48hr response times Understand and communicate copyright law as it relates to public performance of copyrighted music Process payments according to PCI compliance protocols and maintain licensee accounts Utilize ASCAP systems to update account information and log all call activity into CRM Contribute to team efforts by accomplishing related tasks as needed Exercise sound judgment and know when to escalate matters to the Manager Essential Qualifications and Skills 1-2 years of work experience in customer service, preferably in a call center or sales environment Excellent written and verbal communication skills, with the ability to communicate professionally and pleasantly via telephone, email, and instant message chat Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office and Google Docs/Sheets Familiarity with internet applications, including Salesforce Ability to problem-solve independently and handle multiple tasks and projects simultaneously Proven track record as a team-player, with great interpersonal skills Bilingual (Spanish) is a plus Preferred Qualifications and Skills Call center and/or sales experience Knowledge of copyright law and music licensing Experience with CRM software and other customer service tools Career Growth Opportunities and Learning Benefits At ASCAP, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have opportunities to learn and develop your skills in a dynamic and supportive environment. You will also have access to comprehensive training programs, including: On-the-job training and coaching Professional development workshops and seminars Opportunities for advancement and career growth Work Environment and Company Culture ASCAP is a dynamic and innovative organization with a strong commitment to music creators. Our work environment is collaborative and supportive, with a focus on teamwork and employee satisfaction. We offer a range of benefits and perks, including: Generous benefit options, including medical, dental, and vision plans 401(k) participation with an employer-provided match Additional employer-paid retirement savings program Generous time-off policy Health care and dependent care flexible spending accounts Short-term disability insurance/salary continuation and long-term disability insurance Company-provided basic life and accidental death and dismemberment insurance Supplemental and dependent life insurance options Compensation and Benefits The anticipated base salary range for this position will be determined on an individualized basis, depending on several factors, including geographic location, skills, education, and prior relevant experience. How to Apply If you are a motivated and customer-focused individual with a passion for music and a commitment to exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you! ASCAP is an Equal Opportunity Employer ASCAP is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. ASCAP's COVID-19 Policy As a condition of employment, ASCAP requires all employees to be fully vaccinated (including a first booster) against COVID-19. ASCAP will make reasonable accommodations for those who are unable to obtain a COVID-19 vaccination, where required by federal, state, and local law, and in accordance with ASCAP's policies. Apply for this job