General Licensing Customer Service Representative

This is a Full Time Job

DESCRIPTION:

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. This position is a remote-based position within the General Licensing department who will report to the Manager, Customer Service.

Areas of Responsibility & Accountability:

• 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 of 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.

Qualifications & Requirements:

• Bachelor's degree (or equivalent years of relevant work experience) preferred
• 1-2 years of prior customer service, call center, and/or sales experience is preferred
• 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...