Customer Service Representative

This is a Full Time Job


The Customer Service Representative provides high-quality, best-in-class service to the non-VIP customers of ASCAP's General Licensing team. The Customer Service Representative ensures that 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, settle disputes, and provide timely and accurate information regarding both payment and reporting terms (in writing and via telephone) while maintaining a pleasant demeanor throughout every interaction. The Customer Service Representative adheres to our service level expectation of a ''One Call Resolution,'' which involves meeting a customers’ needs in a single interaction that takes place within a 24-48 hour response window.

Areas of Responsibility:
• Learns and understands the terms of the top (5) ''fixed rate'' (e.g. BGT, AdultEnt, Fitness, Conv, DanceSchool) and ''report and pay'' (e.g. Hotels, Concerts, Shopping Centers) license classes.
• Attends training classes and works with the Customer Service Manager to develop knowledge of additional classes (e.g. GenFest, Residential Community, PrivateClubs) with the goal being comprehensive knowledge of 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 any necessary correction or adjustment, and following up to ensure that the inquiry is resolved.
• Understands the basics of our collection process in order to apprise customers of any 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 (e.g. Live Chat).
• Maintains licensee accounts by processing policy changes, adjustments, and report submissions.
• Advises licensees on the terms of 20 license agreements with confidence and efficiency while re-educating customers on why they may need a license.
• Processes payments according to PCI compliance protocols.
• Ensures that the rights of ASCAP's members are protected by both carefully reviewing situations involving potential discontinuance of music uses and processing cancellations when warranted, per our standard procedures.
• Utilizes ASCAP's systems to update account information.
• Greets customers with enthusiasm and professionalism to establish and maintain positive rapport during every customer interaction.
• Exercises sound judgment and escalates matters to the Customer Service Manager, as needed.
• Creates cases when necessary to resolve disputes and/or make changes to customer accounts.
• Closes inquiries and cases that are sent by customers via email, fax, or regular mail.
• Arranges win/win solutions to resolve disputes whenever possible.
• Logs all call activity into ASCAP's CRM software during and/or after each call, as well as initiating any follow-up that may be required.
• Contributes to team efforts by accomplishing any related tasks, as needed.

Requirements and Qualifications:
• Consistently communicates with customers using pleasant and professional etiquette via all methods of communication (e.g. telephone, email, and instant messages)
• Proficient in the knowledge and practical use of the current versions of Microsoft Office and Google Docs/Sheets
• Familiarity with internet applications (such as Salesforce)
• Excellent written and verbal communication skills are a must
• Ability to problem solve independently and handle multiple tasks and projects simultaneously
• Call center and/or Sales experience is preferred
• Bilingual language skills (in both English and Spanish) are a plus
• Proven ability to act as a team-player with excellent interpersonal skills
• Open to an entry-level role with 1-2 years of work experience being preferred

Occasional travel for in-person meetings may be required.

Please be aware that ASCAP is not a nut-free or other allergen-free workplace.

Compensation/Benefits:

Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:
• A choice of either network-only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network
• Vision plan that offers both in and out-of-network provider options
• 401(k) Plan that offers pre-tax, Roth, and an after-tax employee contribution option which includes a company match.
• An additional employer paid discretionary profit share contribution, regardless of your participation in the 401(k) Plan
• Generous time-off policy
• 12 company holidays
• 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
• Employee gym discounts at select gyms
• Commuter benefits
• Voluntary pet health insurance
• Voluntary auto and homeowners insurance
• Voluntary employee, spouse, and dependent life insurance options
• Voluntary ID protection Coverage

ASCAP is an equal opportunity employer. All ASCAP employment decisions are made on the basis of individual qualifications and performance and not on the basis of race, national origin, ethnicity, sex, age, marital status, sexual orientation or preference, gender identity, genetic information, disability, handicap, color, creed, religion, veteran status, or any characteristic protected by applicable federal, state or local laws.

The anticipated base salary range for this position is $35,000.00 to $35,000.00 and will be determined on an individualized basis depending on several factors that are unique to each candidate including geographic location (due to differences in the cost of labor), skills, education and prior relevant experience.