Affiliate Case Management Specialist

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Job description

POSITION SUMMARY
Responsible for providing excellent customer service to our songwriter and publisher customers. Ensure customer satisfaction by addressing complex and escalated inquires, resolving issues, and providing support with professionalism and empathy.

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority.

FUNCTIONS OF THE JOB
Essential Functions: representative but not all inclusive of those commonly associated with this position.

• Delivers an exceptional customer experience by projecting an attitude of enthusiasm and willingness to serve customers.
• 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 complex and escalated inquiries, including, but not limited to assistance registering songs, royalty payment questions, and account maintenance.
• Maintains a thorough understanding of BMI's distribution and administration practices and policies.
• Collaborates with cross-functional teams to find solutions to customer issues, providing feedback to improve products and services based on customer insights.
• Effectively manages both routine and difficult customer situations by building solutions for customer questions.
• Enters notes, documents and relevant details into the CRM system with every contact.
• Demonstrates accuracy and thoroughness by looking for ways to improve performance and promote quality standards.
• Meets and strives to increase productivity standards.
• Escalates inquiries, requiring additional research, to relevant subject matter experts and/or leadership as needed
• Other duties as assigned.
• Regular attendance.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion

POSITION QUALIFICATION REQUIREMENTS

Education: College degree preferred.
Experience: Two (2) years Music Publishing or Performing Rights Organization experience required. Two (2) years previous Call Center or similar customer service experience required.

SKILLS AND ABILITIES
Representative but not all inclusive of those commonly associated with this position.

• Experience with Customer Relationship Management (CRM) tools preferred.
• Strong communication skills, both verbal and written.
• Strong presentation skills.
• Strong interpersonal skills.
• Strong negotiation and conflict management skills.
• Ability to establish good working relationships internally and externally.
• Results-driven and detail-oriented achiever with exemplary planning and organizational skills.
• Takes initiative with minimal supervision.
• Innovative problem-solver.
• Flexible and adaptable to manage multiple priorities and tasks in a high-paced environment.
• Ability to establish good working relationships with affiliates and co-workers.
• Contact center knowledge including experience with Salesforce or Microsoft Dynamics.
• Proficient with Microsoft Office Suite.

SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

What We Give to You:

• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor.

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