Customer Engagement Specialist

2 months ago

Nashville, Tennessee, United States Broadcast Music Full time

POSITION OVERVIEW

The Affiliate Customer Service Associate is dedicated to delivering outstanding support to our songwriter and publisher clientele. This role is essential in fostering customer satisfaction by effectively addressing inquiries, resolving challenges, and providing assistance with professionalism and empathy.

WORK ENVIRONMENT

This position is based in our Nashville office, where we have adopted a hybrid work model. Team members are expected to be present in the office on a regular basis, ensuring collaboration and engagement.

KEY RESPONSIBILITIES

The following are essential functions associated with this role:

  • Exhibit a positive attitude and a commitment to serving customers, aiming to create an exceptional experience.
  • Efficiently manage a high volume of affiliate inquiries primarily through phone and email communication.
  • Investigate and respond to a diverse range of questions, including assistance with song registration and account management.
  • Handle routine customer situations with clarity, utilizing active listening to develop solutions for customer inquiries.
  • Accurately document interactions and relevant details in the CRM system with each contact.
  • Demonstrate attention to detail and a commitment to quality; actively seek improvements and apply feedback to enhance performance.
  • Meet productivity expectations and complete tasks in a timely manner, striving for continuous improvement.
  • Escalate complex inquiries to case management when necessary.
  • Fulfill additional responsibilities as assigned.
  • Maintain regular attendance.
  • Support the organization's core values and promote a culture of diversity and inclusion.
QUALIFICATIONS

Education: A college degree is preferred.

Experience: At least one year of experience in a call center or similar customer service role is preferred. Familiarity with the music industry and experience with CRM tools are advantageous.

SKILLS AND COMPETENCIES

The following skills are representative of those commonly associated with this position:

  • Excellent communication abilities, including effective listening, writing, and speaking skills.
  • Strong interpersonal skills, capable of building productive relationships both internally and externally, with adept negotiation and conflict resolution skills.
  • Results-oriented with strong planning and organizational capabilities; detail-focused.
  • Self-motivated and proactive, able to work independently with minimal supervision.
  • Creative problem-solver, capable of generating practical solutions and addressing issues effectively.
  • Adaptable and flexible, able to manage multiple priorities in a fast-paced environment.
  • Collaborative team player, skilled at fostering relationships with affiliates and colleagues.

COMPENSATION AND BENEFITS

The specific salary offered to a successful candidate will be determined based on individual qualifications, skills, experience, and education. The pay range is subject to change based on various internal and external factors. This position may also qualify for performance-based bonuses. In addition to competitive cash compensation, we offer a comprehensive benefits package, including:

  • Health, dental, and vision insurance
  • 401K with employer matching
  • Flexible spending accounts
  • Paid vacation and sick/personal time
  • Paid holidays
  • Paid volunteer time off
  • Summer hours for enhanced work-life balance
  • Company-paid life insurance
  • Paid parental leave
  • Tuition assistance for eligible employees
  • Commuter benefits (specific to location)
  • A vibrant and engaging workplace culture
  • Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal consideration for employment without regard to race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor.

#LI-Hybrid

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