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International Member Services Agent
2 months ago
About ASCAP
The American Society of Composers, Authors and Publishers (ASCAP) is a leading membership organization representing over one million songwriters, composers, and music publishers. Established to support the rights of music creators, ASCAP operates as a not-for-profit entity, licensing a vast catalog of over 20 million musical works to a diverse range of businesses, including streaming platforms, radio stations, and retail establishments. Our mission is to ensure that music creators are fairly compensated for their work, advocating for their rights and promoting the value of music across various platforms.
Position Summary:
The Global Member Services Representative is responsible for delivering exceptional customer support to ASCAP's members through various communication channels, including phone, email, and our online account management system. This role is crucial in fulfilling the objectives of the ASCAP Global Member Services department, ensuring that writers, publishers, and internal stakeholders receive optimal service.
Key Responsibilities:
Member Support:
- Deliver outstanding customer service to ASCAP's writer and publisher members through phone, email, and our online platform.
- Effectively communicate with individuals both within and outside the organization to address and resolve member inquiries.
- Investigate and manage incoming requests, ensuring timely resolution of issues raised by members or their representatives.
- Common inquiry topics include:
- Performance crediting
- ASCAP's repertoire
- Royalty distribution
- Overpayment recoupment
- International collections and distributions
- Membership elections
- General membership inquiries
- Utilize expert knowledge of ASCAP's operations to escalate and resolve member issues, collaborating with other departments as necessary.
- Exercise sound judgment in determining when claims should be escalated.
Distribution Assistance:
- Coordinate with members on behalf of ASCAP's Distribution Team to gather necessary information for processing claims.
- Collaborate with other departments to ensure seamless resolution of member issues.
Qualifications:
- Bachelor's degree.
- Strong administrative, written, and verbal communication skills.
- Aptitude for simplifying complex issues for clear communication.
- Ability to prioritize multiple tasks effectively.
- Self-motivated and organized to maintain responsiveness.
- Creative problem-solving skills.
- Prior experience in customer service is preferred.
- Familiarity with ASCAP's systems, policies, and procedures is advantageous.
- A passion for music and the music industry is a plus.
Benefits:
ASCAP offers a dynamic work environment along with a comprehensive benefits package that includes:
- Flexible medical and dental plans.
- Vision coverage with in and out-of-network options.
- 401(k) plan with employer matching.
- Additional employer-paid retirement savings program.
- Generous time-off policy.
- Health care and dependent care flexible spending accounts.
- Short-term and long-term disability insurance.
- Company-provided life insurance options.
Please note that occasional travel for in-person meetings may be required.
ASCAP is committed to equal opportunity employment, ensuring that all employment decisions are based on individual qualifications and performance without discrimination.
The anticipated salary range for this position is $50,000, determined based on individual qualifications and experience.
