Customer Service Representative

Job Description

Customer Service Representative (Fully REMOTE Position)

About ASCAP

The American Society of Composers, Authors and Publishers (ASCAP) is a professional membership organization of songwriters, composers, lyricists and music publishers of every kind of music and operates on a not for profit basis. ASCAP's mission is to license and promote the music of its members and foreign affiliates, obtain fair compensation for the public performance of their musical compositions and to identify and match such performances to the fractional shares of copyright ownership and finally to distribute the royalties that it collects based upon those performances. ASCAP members write the world's best-loved music and ASCAP has pioneered the efficient licensing of that music to hundreds of thousands of enterprises who use it to add value to their business - from bars, restaurants and retail, to radio, TV and cable, to Internet, digital and mobile services and more. The ASCAP blanket license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters, composers, lyricists and music publishers to be paid fairly. With more than 875,000 members representing more than 16 million copyrighted works, ASCAP is the worldwide leader in performance royalties, service and advocacy for songwriters and composers, and the only American performing rights organization (PRO) founded and governed by its writer and publisher members. 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.

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.
Occasional travel for in-person meetings may be required.

The anticipated base salary range for this position is $35,000.00 to $36,000.00 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.

Jobcode: Reference SBJ-d8po9m-13-58-199-13-42 in your application.