Member Services Representative

This 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.