Affiliate Services and Royalty Specialist

Job Description

Responsible for providing excellent customer service to our songwriter and publisher customers. Ensure customer satisfaction by addressing complex and escalated inquiries, resolving issues, and providing support with professionalism and empathy.
FUNCTIONS OF THE JOB
Essential Functions
This list may be representative but not all inclusive of those commonly associated with this position.
• Delivers an exceptional customer experience by projecting an attitude of enthusiasm and willingness to serve customers.
• Effectively and efficiently handles a high volume of affiliate contacts and inquiries, primarily via email with occasional telephone correspondence as needed.
• Researches and responds to a wide variety of complex and escalated inquiries, including, but not limited to assistance registering songs, royalty payment questions, and account maintenance. Maintains a thorough understanding of BMI's distribution and administration practices and policies.
• Collaborates with cross-functional teams to find solutions to customer issues, providing feedback to improve products and services based on customer insights.
• Effectively manages both routine and difficult customer situations by building solutions for customer questions.
• Enters notes, documents and relevant details into the CRM system with every contact.
• Demonstrates accuracy and thoroughness by looking for ways to improve performance and promote quality standards.
• Meets and strives to increase productivity standards.
• Escalates inquiries, requiring additional research, to relevant subject matter experts and/or leadership as needed.
• Other duties as assigned.
• Regular attendance.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion
POSITION QUALIFICATION REQUIREMENTS

Education: College degree preferred.
Experience: Two (2) years Music Publishing or Performing Rights Organization experience required. Two (2) years previous Call Center or similar customer service experience required.
SKILLS AND ABILITIES
This list may be representative but not all inclusive of those commonly associated with this position.
• Experience with Customer Relationship Management (CRM) tools preferred.
• Strong communication skills, both verbal and written.
• Strong presentation skills.
• Strong interpersonal skills.
• Strong negotiation and conflict management skills.
• Ability to establish good working relationships internally and externally.
• Results-driven and detail-oriented achiever with exemplary planning and organizational skills.
• Takes initiative with minimal supervision.
• Innovative problem-solver.
• Flexible and adaptable to manage multiple priorities and tasks in a high-paced environment.
• Ability to establish good working relationships with affiliates and co-workers.
• Contact center knowledge including experience with Salesforce or Microsoft Dynamics.
• Proficient with Microsoft Office Suite.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees may be required to follow other job-related instructions and perform other job-related duties as requested, subject to all applicable state and federal laws.
''Commonly associated'' is not intended to mean always or only. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.
What We Give to You:
• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

Broadcast Music, Inc.® (BMI®), a global leader in music rights management since 1939, seeks team members who value the creation of music and will deliver excellent service both internally and externally to our more than 600,000 affiliated songwriters, composers and publishers and the businesses that play their music. BMI has the privilege of representing the most award-winning repertoire of music created by the industry's biggest names in all genres of music. By distributing the licensing fees from businesses that use music as royalties to our affiliated songwriters, composers and music publishers in compliance with copyright law, BMI helps ensure that they can continue to pursue their creative livelihoods.

Jobcode: Reference SBJ-6kz6j9-216-73-216-3-42 in your application.