Member Support Associate

About the role

The MLC is a nonprofit organization dedicated to ensuring accurate royalty payments for music rights holders. As a Member Support Associate, you will serve as a primary point of contact for songwriters, composers, and publishers, providing customer support through various channels.

Responsibilities

• Build strong customer relationships by delivering service through phone, chat, and email
• Promptly and professionally respond to all inbound customer inquiries
• Achieve key performance goals while maintaining a world-class customer experience
• Make quick decisions keeping customer satisfaction top-of-mind, while adhering to policies and procedures
• Update job knowledge by participating in training and educational opportunities
• Efficiently leverage all available resources to meet customers' needs
• Listen to customer feedback and advocate for solutions
• Maximize support platform technology to capture and use critical data
• Contribute to a culture of continuous improvement by identifying and suggesting solutions
• Collaborate with others in a team-based environment to achieve organizational goals and resolve issues

Qualifications

• One-year experience in Customer Experience/Customer Service/Customer Support
• Experience with handling confidential and proprietary information
• Experience with data entry; consistent accuracy and precision
• Excellent interpersonal communication skills, especially in conflict resolution
• Comfortable adapting to change and meeting evolving business needs

Essential Responsibilities

• Support critical customer support work by:
• Building strong customer relationships
• Promptly and professionally responding to all inbound customer inquiries
• Achieving key performance goals while maintaining a high standard of customer satisfaction
• Making quick decisions keeping customer satisfaction top-of-mind
• Communicating clear expectations around inquiry processing time standards and resolving inquiries accurately within those standards
• Developing and continuously building overall knowledge to provide the highest level of customer support
• Updating job knowledge by participating in required training and educational opportunities
• Leveraging all available resources to meet customers' varied needs
• Listening to customer feedback and advocating for customer-oriented solutions
• Maximizing support platform technology to capture critical data and use for decisions
• Actively contributing to a culture of continuous improvement by identifying gaps and suggesting solutions
• Collaborating with others in a team-based environment to accomplish organizational goals and resolve issues

Culture Champion

• Embrace The MLC's leadership values and apply The MLC's Guiding Principles to team work
• Be process-oriented, data-driven, and tech-savvy; be collaborative, curious, and open to new ideas
• Build a dynamic team; mentor team members; develop future leaders
• Inspire others with enthusiasm and humility

Equal Opportunity Employer

The MLC is an equal opportunity employer and does not make employment decisions based on race, color, religion or religious belief, ethnic or national origin, sex, gender, gender-identity, sexual orientation, marital status, citizenship status, disability, age, military or veteran status, or any other category protected by local, state, or federal law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, leaves of absence, and compensation.