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).

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.