Global Member Services Representative

Job Description

Job Title: Global Member Services Representative

Department: Global Services

Location: New York

Reports to: Manager, Global Services

Direct Reports: None

Job Overview:

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 departments 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 within and outside of the organization in order to resolve writer & publisher member issues and answer all questions.
• Resolve and track inquiries and other types of incoming requests to research and resolve issues arising from writer and publisher members and/or their representatives regarding but not limited to:
• (1) performance crediting
• (2) repertory
• (3) royalty distribution, overpayment recoupment
• (4) international collection and distribution
• (5) general membership concerns
• (6) membership elections
• Escalate and resolve member issues effectively utilizing expert knowledge of ASCAP's business along with strong communication with other departments within ASCAP.
• Use sound judgment to determine if claims need to be escalated.

Distribution Support –
• Liaise with members on behalf of distribution where additional information is required to process a writer or publisher claim.
• Liaise with other departments to seamlessly resolve member issues.

Qualifications and 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

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.

Jobcode: Reference SBJ-rv962j-3-131-110-169-42 in your application.