Global Member Services Representative

About the Role

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 & 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 & 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
• This position requires the incumbent to be in the office 3 days per week

Compensation & Benefits

Besides providing a unique and dynamic work environment, we 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
• 401(k) Plan that offers pre-tax, Roth, and an after-tax employee contribution option which includes a company match
• An additional employer paid discretionary profit share contribution, regardless of your participation in the 401(k) Plan
• Generous time-off policy
• 12 company holidays
• 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
• Employee gym discounts at select gyms
• Commuter benefits
• Voluntary pet health insurance
• Voluntary auto and homeowners insurance
• Voluntary employee, spouse, and dependent life insurance options
• Voluntary ID protection Coverage

Occasional travel for in-person meetings may be required.

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

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