Customer Service Representative

Job Description

Job Description

About ASCAP

The American Society of Composers, Authors and Publishers (ASCAP) is a membership association of more than one million songwriters, composers and music publishers, and represents some of the world’s most talented music creators. Founded and governed by songwriters, composers and publishers, it is the only performing rights organization in the U.S. that operates on a not-for-profit basis. ASCAP licenses a repertory of over 20 million musical works to hundreds of thousands of businesses that use music, including streaming services, cable television, radio and satellite radio and brick and mortar businesses such as retail stores, hotels, clubs, restaurants and bars. ASCAP collects the licensing fees; identifies, matches and processes trillions of performances every year; and returns nearly 90 cents of every dollar back to its members as royalties. The ASCAP blanket license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters and composers to be paid fairly. ASCAP puts music creators first, advocating for their rights and the value of music on Capitol Hill, driving innovation that moves the industry forward, building community and providing the resources and support that creators need to succeed in their careers. Learn more and stay in touch at www.ascap.com, on X and Instagram @ASCAP and on Facebook.

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Job overview :

The Customer Service Representative provides high-quality, best-in-class service to the non-VIP customers of ASCAP's General Licensing team. The Customer Service Representative ensures that customers stay in compliance with the terms and conditions of various license agreements (25-30+) by overcoming objections, reselling the benefits of the ASCAP blanket license, and resolving low-level delinquencies. They answer account and billing questions, settle disputes, and provide timely and accurate information regarding both payment and reporting terms (in writing and via telephone) while maintaining a pleasant demeanor throughout every interaction. The Customer Service Representative adheres to our service level expectation of a "One Call Resolution," which involves meeting a customers’ needs in a single interaction that takes place within a 24-48 hour response window. This position is a remote based position within the General Licensing department who will report to the Manager, Customer Service.

Areas of Responsibility & Accountability :

• Learns and understands the terms of the top (5) "fixed rate" (e.g. BGT, AdultEnt, Fitness, Conv, DanceSchool) and "report and pay" (e.g. Hotels, Concerts, Shopping Centers) license classes.
• Attends training classes and works with the Customer Service Manager to develop knowledge of additional classes (e.g. GenFest, Residential Community, PrivateClubs) with the goal of comprehensive knowledge of 20-25+ licenses within the first 1-3 years.
• Answers an average of 35-40 incoming calls per day during peak times and 20-25 per day during non-peak times.
• Resolves disputes by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting any necessary correction or adjustment, and following up to ensure that the inquiry is resolved.
• Understands the basics of our collection process in order to apprise customers of any payment due dates associated with their license.
• Understands copyright law as it relates to public performance of copyrighted music and can communicate it clearly and concisely to customers.
• Responds to inquiries via phone, email, and social media (e.g. Live Chat).
• Maintains licensee accounts by processing policy changes, adjustments, and report submissions.
• Advises licensees on the terms of 20+ license agreements with confidence and efficiency while re-educating customers on why they may need a license.
• Processes payments according to PCI compliance protocols.
• Ensures that the rights of ASCAP's members are protected by both carefully reviewing situations involving potential discontinuance of music uses and processing cancellations when warranted, per our standard procedures.
• Utilizes ASCAP's systems to update account information.
• Greets customers with enthusiasm and professionalism to establish and maintain positive rapport during every customer interaction.
• Exercises sound judgment and escalates matters to the Customer Service Manager, as needed.
• Creates cases when necessary to resolve disputes and / or make changes to customer accounts.
• Closes inquiries and cases that are sent by customers via email, fax, or regular mail.
• Arranges win / win solutions to resolve disputes whenever possible.
• Logs all call activity into ASCAP's CRM software during and / or after each call, as well as initiating any follow-up that may be required.
• Contributes to team efforts by accomplishing any related tasks, as needed.

Qualifications & Requirements :

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 :

Occasional travel for in-person meetings may be required.

The anticipated base salary range for this position is $35,000 to $35,000 and will be determined on an individualized basis depending on several factors that are unique to each candidate including geographic location (due to differences in the cost of labor), skills, education and prior relevant experience.

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, ethnicity, sex, age, marital status, sexual orientation or preference, gender identity, genetic information, disability, handicap, color, creed, religion, veteran status, or any characteristic protected by applicable federal, state or local laws.