Member Support Associate

About the role

The MLC is a nonprofit organization dedicated to ensuring accurate royalty payments for songwriters, composers, publishers, and other music rights holders. As a Member Support Associate, you will serve as a primary point of contact for our members and users, providing a best-in-class customer experience.

Qualifications

• One-year experience in Customer Experience/Customer Service/Customer Support in a contact center, retail, or hospitality environment, preferred
• Experience with handling confidential and proprietary information
• Experience with data entry; with consistent accuracy and precision
• Excellent interpersonal communication skills; especially with conflict resolution
• Comfortable adapting to change, meeting evolving business needs, and using new technologies

Essential responsibilities

• Building strong customer relationships by delivering service through various support channels that include phone, chat, and email
• Promptly and professionally responding to all inbound customer inquiries
• Achieving key performance goals (metrics) while never losing sight of providing a world-class experience to users and Members
• Making quick decisions keeping customer satisfaction top-of-mind, while operating within the bounds of established policies and procedures
• Communicating clear expectations around inquiry processing time standards, and resolving inquiries accurately and within those established time standards
• Developing and continuously building overall knowledge to provide the highest level of customer support
• Updating job knowledge by participating in required employee training and educational opportunities
• Efficiently leveraging all available resources, both internal and external, 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

• Embracing The MLC’s leadership values and applying The MLC’s Guiding Principles to your team’s work
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• BUILDING A DYNAMIC TEAM; MENTORING TEAM MEMBERS; DEVELOPING FUTURE LEADERS
• INSPIRING OTHERS WITH YOUR 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, layoff, transfer, leaves of absence, and compensation.