JOB DESCRIPTION
About ASCAP
The American Society of Composers, Authors and Publishers (ASCAP) is a membership association of more than 900,000 songwriters, composers and music publishers, and represents some of the world’s most talented music creators. Founded and governed by songwriters and composers, it is the only performing rights organization in the U.S. that operates as a not-for-profit. ASCAP licenses a repertory of over 18 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 Twitter and Instagram @ASCAP and on Facebook.
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Job Overview:
The Customer Service Representative (CSR) provides first class service by representing ASCAP to its licensing customers. The CSR will need to communicate with customers via telephone, email, and Live chat using professional and pleasant etiquette when answering inbound customer inquiries. They will adhere to our core value of One Call Resolution — to meet customers’ needs in one single interaction — which includes answering customer questions and objections, re-selling the benefits of the ASCAP Blanket license, and resolving delinquent balances on accounts by asking for payments.
Areas of responsibility/accountability:
Convey difficult to understand concepts in layman’s terms both over the telephone and in writing
Resolve routine and complex issues independently
Accurately process payments that adhere to PCI compliance guidelines
Follow standard procedures to update accounts and resolve billing discrepancies
Maintain an assigned workflow of cases
Maintain positive and healthy relationships with team members
Update customer accounts using various systems and adhere to service level standards
Qualifications and Requirements:
Candidates will be required to take an assessment to demonstrate appropriate Excel and Access skills.
The successful candidate must be able to communicate with customers using professional and pleasant etiquette via telephone, email, and instant message chat
Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office and Google Docs/Sheets
Familiarity with internet applications (including Salesforce)
Excellent written and verbal communication skills are a must
Ability to problem-solve independently and handle multiple tasks and projects simultaneously
Call center and/or Sales experience preferred
Bilingual (Spanish) is a plus
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:
A choice of either network only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network
Vision plan that offers both in and out- of network provider options
Immediate eligibility for 401(k) participation with an employer provided match
An additional Employer paid retirement savings program regardless of your participation in the 401(k) Plan
Generous time-off policy
Health care and dependent care flexible spending accounts
Short term disability Insurance / salary continuation and Long term disability insurance
Company provided basic life and accidental death and dismemberment insurance
Supplemental and dependent life insurance options
Please be aware that ASCAP is not a nut-free or other allergen-free workplace.
As a condition of employment, ASCAP requires all employees to be fully vaccinated (including a first booster, when eligible) against COVID-19. ASCAP will make reasonable accommodations for those who are unable to obtain a COVID-19 vaccination, where required by federal, state and local law, and in accordance with ASCAP’s policies.