Customer Service Representative
ASCAP
Nashville, TNThis was removed by the employer on 6/12/2024 12:13:00 PM PST
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Full Time Job
The American Society of Composers, Authors and Publishers (ASCAP) is a membership association of more than 960,000 songwriters, composers and music publishers, and represents some of the world’s most talented music creators. Founded and governed by songwriters, composers and publishers, it is the only performing rights organization in the U.S. that operates on a not-for-profit basis. ASCAP licenses a repertory of over 19 million musical works to hundreds of thousands of businesses that use music, including streaming services, cable television, radio and satellite radio and brick and mortar businesses such as retail stores, hotels, clubs, restaurants and bars. ASCAP collects the licensing fees; identifies, matches and processes trillions of performances every year; and returns nearly 90 cents of every dollar back to its members as royalties. The ASCAP blanket license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters and composers to be paid fairly. ASCAP puts music creators first, advocating for their rights and the value of music on Capitol Hill, driving innovation that moves the industry forward, building community and providing the resources and support that creators need to succeed in their careers. Learn more and stay in touch at www.ascap.com , on X and Instagram @ASCAP and on Facebook .
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Job Description:
The Customer Service Representative provides high-quality, best-in-class service to general licensing non-VIP customers. The CSR ensures customers stay in compliance with the terms and conditions of various license agreements (25-30 ) by overcoming objections, reselling the benefits of the ASCAP blanket license and resolving low-level delinquencies. They answer account and billing questions, resolve disputes and provide accurate and timely information regarding payment and/or reporting terms in writing and via telephone while maintaining a pleasant demeanor in every interaction. The customer service representative adheres to our service level expectations of One Call Resolution – meeting customers’ needs in one single interaction and 24-48hr response times.
Areas of Responsibility:
• Knows and understands terms of the top (5) fixed rate (eg. BGT, AdultEnt, Fitness, Conv, DanceSchool ) and report and pay (eg Hotels, Concerts, Shopping Centers) license classes.
• Attends training classes and works with Customer Service Manager to develop knowledge of additional classes (eg. GenFest, Residential Community, PrivateClubs ) with the goal to know 20-25 licenses within the first 1-3 years.
• Answers an average of 35-40 incoming calls per day during peak times and 20-25 per day during non-peak times.
• Resolves disputes 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.
• Understands the basics of our collection process in order to apprise customers of the payment due dates associated with their license.
• Understands copyright law as it relates to public performance of copyrighted music and can communicate it clearly and concisely to customers.
• Responds to inquiries via phone, email and social media eg Live Chat.
• Maintains licensee accounts by processing policy changes, adjustments and report submissions.
• Efficiently advises licensees on terms of 20 license agreements and reeducates customers on need for licensing.
• Processes payments according to PCI compliance protocols.
• Ensures members’ rights are protected by reviewing discontinuance of music uses carefully and processing cancellations when warranted per standard procedures.
• Utilizes ASCAP systems to update account information.
• Greets customers with enthusiasm and professionalism to establish and maintain positive rapport with every customer throughout the