Member Services Representative
ASCAP
New York, NYThis is a Full Time Job
Job Description:
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 & 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 inquiries and other types of incoming requests by researching and resolving any issues that may arise from writer and publisher Members and/or their representatives
• Inquiry subjects vary, but often regard 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 and 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 & 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
• Music and music industry interest a plus
• This position requires the incumbent to be in the office 3 days per week
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 /year USD
Salary will be determined on an individualized basis depending on several factors.
Benefits
• Medical, dental, and vision insurance
• 401(k)
• Generous time-off policy
• 12 company holidays
• Health care and dependent care flexible spending accounts
• Short-term disability insurance
• Long-term disability insurance
• Basic life insurance
• Accidental death and dismemberment 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 representing over one million songwriters, composers, and music publishers, and is the only not-for-profit performing rights organization in the U.S. Founded and governed by music creators, ASCAP licenses a repertory of more than 20 million musical works to a wide range of businesses, including streaming services, cable television, radio, and brick-and-mortar establishments such as retail stores, hotels, clubs, restaurants, and bars. The organization collects licensing fees, processes trillions of performances annually, and returns nearly 90 cents of every dollar back to its members as royalties. ASCAP's blanket license provides an efficient solution for businesses to legally perform its music while ensuring fair compensation for songwriters and composers. Committed to advocating for music creators' rights and the value of music, ASCAP drives industry innovation, builds community, and offers essential resources and support for creators to thrive in their careers.
