Affiliate Customer Service Associate – Bilingual (Call Center/Hybrid)

About the company

BMI is a mission-driven organization at the forefront of music rights and creator advocacy. Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, BMI is a global leader in music rights management. Currently representing the public performance rights in over 25 million musical works created and owned by more than 1.4 million artists, BMI negotiates music license agreements and distributes the fees it generates as royalties to its affiliated writers and publishers when their songs are publicly performed.

About the role

Responsible for providing excellent customer service, in both English and Spanish, to our songwriter and publisher customers. Plays a vital role in ensuring customer satisfaction by addressing frontline inquiries, resolving issues, and providing support with professionalism and empathy.

Responsibilities

• Projects an attitude of enthusiasm and willingness to serve customers in order to deliver an exceptional customer experience.
• Effectively and efficiently handles a high volume of affiliate contacts and inquiries, primarily via telephone and email.
• Researches and responds to a wide variety of inquiries, including, but not limited to assistance registering songs and account maintenance.
• Effectively manages routine customer situations. Drives clarity through active listening and seeks to build solutions to respond to customer questions.
• Effectively captures notes and documents relevant details into the CRM system with every contact.
• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Meets productivity standards; completes work in timely manner; strives to increase productivity.
• Escalates inquiries requiring additional research to case management as needed.
• Regular attendance.
• Supports BMI Core Values and cultivates a culture of diversity and inclusion.
• Other duties as assigned.

Physical/Visual Activities or Demands

• Sitting, talking, hearing, and walking.
• Concentrated mental and visual attention with normal hand-eye coordination.
• Clarity of vision at 20 inches, corrected or uncorrected.
• Generally negligible physical effort, but occasional moving of 1 to 10 lb. items.
• Up to 10% travel.

Environmental/Atmospheric Conditions

Normal office conditions.

Qualifications

• College degree preferred.
• One-year previous Call Center or similar customer service experience preferred.
• Music industry experience preferred.
• Experience with Customer Relationship Management (CRM) tools preferred.

Skills and Abilities

• Strong written and verbal communication skills in both English and Spanish.
• Exceptional communication skills including ability to listen, write and speak effectively including presentation skills.
• Strong interpersonal skills; ability to establish good working relationships internally and externally including strong negotiation and conflict management skills.
• Results-driven achiever with exemplary planning and organizational skills; detail oriented.
• Highly motivated self-starter who takes initiative with minimal supervision.
• Innovative problem-solver who can generate workable solutions and resolve issues.
• Flexible and adaptable to manage multiple priorities, assignments and tasks in high-paced environment including the ability to manage and adapt to change.
• Resourceful team player who excels at building relationships with affiliates and colleagues.

Machines, Tools, Equipment and Work Aids

• Personal computer and associated software.
• Normal office equipment.

Benefits

• Medical, Dental, and Vision Insurance
• 401K with employer match on 100% of the first 4%.
• Flexible Spending Accounts
• Hybrid Office Schedule & Remote Fridays
• Short-Term & Long-Term Disability Benefits
• Paid Vacation & Sick/Personal Time
• Paid Volunteer Time Off
• 12 Paid Holidays
• Summer Half-Days
• Company Paid Life Insurance
• Up to 12 weeks Paid Parental Leave
• Tuition Assistance Program
• Commuter Benefits (New York)
• Employee Resource Groups
• Entertainment discounts and access to BMI concerts and events in our offices
• Employee appreciation events and holiday parties hosted at all office locations