Affiliate Customer Service Associate

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Job description

POSITION SUMMARY
Responsible for providing excellent customer service to our songwriter and publisher customers. Plays a vital role in ensuring customer satisfaction by addressing front line inquiries, 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.

• 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 quality standards.
• Meets productivity standards; Completes work in timely manner; Strives to increase productivity.
• Escalates inquiries requiring additional research to case management 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: 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
Representative but not all inclusive of those commonly associated with this position.

• 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.

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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