Global Member Services Representative

2 months ago

New York, United States ASCAP Full time
Job DescriptionJob Description

About ASCAP

The American Society of Composers, Authors and Publishers (ASCAP) is a membership association of more than one million songwriters, composers and music publishers, and represents some of the world’s most talented music creators. Founded and governed by songwriters, composers and publishers, it is the only performing rights organization in the U.S. that operates on a not-for-profit basis. ASCAP licenses a repertory of over 20 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 X and Instagram @ASCAP and on Facebook.

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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 partners receive the best experience possible.

Areas of Responsibility and 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 with individuals from both within and outside of the organization in order to resolve writer and publisher member issues and answer all questions
  • Resolve and track inquiries and other types of incoming requests by researching and resolving any issues that may arise from writer and publisher members and/or their representatives
  • Inquiry subjects vary, but often regard the following:
    • Performance crediting
    • ASCAP’s repertory
    • Royalty distribution
    • Overpayment recoupment
    • International collections and distributions
    • Membership elections
    • General membership concerns
  • Escalate and resolve member issues by effectively leveraging your expert knowledge of ASCAP’s business and communicating with other departments within ASCAP as necessary
  • Use sound judgment to determine if claims need to be escalated

Distribution Support:

  • Liaise with members on behalf of ASCAP’s Distribution Team whenever 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

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

Occasional travel for in-person meetings may be required.

Please be aware that ASCAP is not a nut-free or other allergen-free workplace.

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.

The anticipated base salary range for this position is $50,000 to $50,000 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.

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