Member Services Representative
ASCAP
New York, NYThis 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).
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
Occasional travel for in-person meetings may be required.
Please be aware that ASCAP is not a nut-free or other allergen-free workplace.
Salary/Benefits
$50,000.00
- 50,000.00
per year
$50,000 - $50,000 /year USD
Base salary determined on an individualized basis depending on several factors.
Benefits
• Medical and dental plans
• Vision plan
• 401(k)
• Profit share contribution
• Generous time-off policy
• 12 company holidays
• Health care and dependent care flexible spending accounts
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• Employee gym discounts
• Commuter benefits
• Voluntary pet health insurance
• Voluntary auto and homeowners insurance
• Voluntary life insurance options
• Voluntary ID protection coverage
Additional Information
The American Society of Composers, Authors and Publishers (ASCAP) is a membership association of over one million songwriters, composers, and music publishers, representing some of the world's most talented music creators. Founded and governed by its members, ASCAP is the only not-for-profit performing rights organization in the U.S. It licenses a repertory of more than 20 million musical works to hundreds of thousands of businesses, including streaming services, cable television, radio, and brick-and-mortar establishments such as retail stores, hotels, clubs, restaurants, and bars. ASCAP collects licensing fees, identifies and processes trillions of performances annually, and returns nearly 90 cents of every dollar back to its members as royalties. The ASCAP blanket license provides an efficient solution for businesses to legally perform ASCAP music while ensuring fair compensation for songwriters and composers. ASCAP advocates for the rights and value of music creators, drives industry innovation, builds community, and offers essential resources and support for creators to succeed in their careers. Additionally, ASCAP’s Global Member Services department ensures that writers, publishers, and internal partners receive the best experience possible.
