Global Member Services Representative

This is a Full Time Job

Job Overview:
The Global Member Services Representative provides customer service to ASCAP’s members via telephone, email, and ASCAP’s proprietary online account management system (Member Access). The position serves the goals of the ASCAP Global Members Services department in ensuring ASCAP writers, publishers, and internal partners receive the best experience possible.
Areas of Responsibility and Accountability:
Member Customer Service:
• Provide customer service to ASCAP’s writer and publisher members via telephone, email, and ASCAP's proprietary online account management system.
• Communicate effectively with individuals from both within and outside of the organization in order to resolve writer and publisher member issues and answer all questions.
• Resolve and track both inquiries and other types of incoming requests by researching and rectifying any issues that may be raised by writer and publisher members and/or their representatives.
• Inquiry subjects vary, but are often related to the following:
- Performance crediting
- ASCAP’s repertory
- Royalty distribution
- Overpayment recoupment
- International collections and distributions
- Membership elections
- General membership concerns
• Escalate and resolve member issues by effectively leveraging your expert knowledge of ASCAP’s business, communicating with other departments within ASCAP as necessary.
• Use sound judgment to determine if claims need to be escalated.
Distribution Support:
• Liaise with members on behalf of ASCAP’s Distribution Team whenever additional information is required to process a writer or publisher claim.
• Liaise with other departments to seamlessly resolve member issues.
Qualifications and Requirements:
• Bachelor’s degree.
• Excellent administrative, written, and verbal communication skills.
• The ability to clearly and simply communicate complex issues.
• Skilled at prioritizing multiple tasks or projects simultaneously.
• Self-motivated and organized to ensure internal and external responsiveness.
• Effective and creative problem solver.
• Prior customer service experience.
• Knowledge of ASCAP’s systems, policies, and procedures is a plus.
• Interest in music and the music industry is a plus.
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.
Occasional travel for in-person meetings may be required. Please be aware that ASCAP is not a nut-free or other allergen-free workplace.
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, et