Call Center Coordinator

Job Description

As the first point of contact for our clients, the Call Center Administrator plays a pivotal role in establishing a best-in-class customer service experience for our many artists, producers, business managers, and accountants. The Call Center Administrator's primary role is facilitating the timely logging and procurement of information required to resolve inquirers' questions, concerns, and/or change requests. The objective of this position is to help support our current operating landscape while fulfilling Sony Music's commitment to maintaining positive artist relations.

What you'll do:
• Serve as the first point of contact for client inquiries and vendor change requests received via telephone, email, & fax
• Utilize the JIRA issue tracking system to log, communicate, manage, and route client inquiries & vendor change requests to closure
• Ensure all change requests/inquiries are submitted by individuals that are a signatory to a contract with Sony or who have been authorized by the signatory
• Ensure that the proper documentation (SME Vendor Change Forms & Tax Documentation) and identification are submitted for all royalty participant change requests
• Provide status updates and escalate issues as necessitated by business demands

Who you are:
• Minimum of (2) years of professional business experience or customer relations experience preferred
• Associates degree preferred but not required
• Strong phone etiquette
• Well organized, detail oriented with ability to multitask and prioritize work to meet deadlines
• Strong interpersonal communication skills, and an ability to work collaboratively with various internal Sony Music teams as well as external stakeholders

What we give you:
• You join an inclusive, collaborative and global community where you have the opportunity to fuel the creative journey
• A modern office environment designed to foster productivity, creativity, and teamwork
• Our Hybrid with Flexibility approach combines the flexibility of remote working with the benefits of in-person collaboration whenever we need to come together to do our best work. Managers will partner with their teams and employees to establish work arrangements that meet the business, team, and individual needs.
• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching
• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition and student loans
• We invest in your professional growth & development
• Time off for a winter recess

The anticipated annual base salary for this position is $40k to $50k. This range does not include any other compensation components or other benefits that an individual may be eligible for. The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Jobcode: Reference SBJ-g4m8q7-18-217-67-225-42 in your application.