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This is a full -time job

Customer service representative provides a high -quality and best service in its category for customers without VIP for a general ASCAP license team. The customer service representative guarantees that customers remain in compliance with the terms and conditions of different licensing agreements (25-30) by overcoming objections, reselling the benefits of ASCAP license, and resolving low-level selections. They answer account questions and bills, settle disputes, and provide accurate and accurate information in a timely manner regarding all of the terms of payment and reporting (written and via the phone) while maintaining a nice behavior throughout each interaction. The customer service representative is committed to our service level expectations from the “single call decision”, which includes meeting customer needs in one interaction that occurs in a 24-48-hour response window. This position is a distance position in the General Licensing Department, which will submit a report to the director, customer service.

The areas of responsibility and accountability:
• Learn and understands higher conditions (5) “fixed rate” (such as BGT, adults, fitness, dance, dance), and “report and payment” (such as hotels, music parties and shopping centers).
• He attends the training classes and works with the customer service manager to develop knowledge with additional chapters (such as Genefst, residential community, Privateclubs) with the aim of comprehensive knowledge by 20-25 licenses within the first 1-3 years.
On average, 35-40 calls are answered daily during peak times and 20-25 per day during non-peak times.
• Conflict is solved by clarifying the customer’s complaint, determining the cause of the problem, choosing and explaining the best solution to solve the problem, speeding up any necessary correction or amendment, and follow -up to ensure the investigation solution.
• Understand the basics of our collection process in order to highlight customers from any dates due for payment associated with their license.
• The Publishing Rights Law understands in terms of its connection with the general performance of the copyright -protected music and can deliver it clearly and accurately to customers.
• Responds to phone inquiries, e -mail and social media (such as direct chat).
• Maintains the licensed accounts by addressing policy changes, amendments, and reports report.
• The licensee is advised for the terms of 20 licensing agreement with confidence and efficiency, while re -educating customers about the reason for the need for a license.
• Payments are treated according to PCI compliance protocols.
• Protecting the rights of ASCAP members by reviewing both situations that involve the potential pause of music uses and cancellation processing when justified, according to our standard procedures.
• Uses ASCAP systems to update account information.
• Customers revive enthusiasm and professional efficiency to create and maintain a positive relationship during each client’s interaction.
• Practical judgment exercises and the escalation of matters to the customer service manager, as needed.
• It creates cases when necessary to resolve disputes and/or make changes to customer accounts.
• Close inquiries and cases that are sent by customers via email, fax or regular mail.
• The victory/victory solutions are arranged to resolve conflicts whenever possible.
• Records of all contact activity in the CRM program for ASCAP during and/or after each call, in addition to starting any follow -up that may be required.
• Contributes to the team’s efforts by accomplishing any related tasks, as needed.

Qualifications and requirements:
• Bachelor’s degree (or years equivalent from related work experience) preferred
• 1-2 years of previous customer service, communication center, and/or sales experience is preferred
• It communicates with customers using fun and professional etiquette through all communication methods (such as phone, email and instant messages)
• What is justified in knowledge and practical use of current versions of Microsoft Office and Google Docs/Sheets
• IFAT with Internet applications (such as salesforce)
• Written communication skills and excellent pronunciation is a must
• The ability to solve the problem independently and deal with multiple tasks and projects simultaneously
• Binary language skills (both in English and Spanish) are plus
• Proved the ability to work as a team player with excellent personal skills
• Open to the role of beginners in a completely distant work environment

Compensation/benefits:

Besides providing a unique and dynamic work environment, there are some other reasons that you should think of Ascap in planning your career. We also offer comprehensive generous interest options and provide the flexibility that most employees want and need. These healthcare options include the financial plan:
• An either option for medical plans and teeth from the network supplies only or more elastic medical and medical plans where you can see service providers or outside the network
• The vision plan that provides the options of the network provider and outside
• The 401 (K) plan, which provides pre -tax, Roth, and the employee’s contribution option after tax deduction, which includes the company’s match
• An additional employer driven by appreciating the profit of a contribution, regardless of your participation in the 401 (K.) Plan (K)
• Graduate time policy
• 12 company holidays
• Flexible spending accounts for health care and care
• Short -term disability/continuation of salaries and long -term disability insurance
• The company provided basic insurance for life and accidental death
• Employee gym discounts in specific gyms
• Benefits of passengers
• Voluntary health insurance for pets
• Voluntary insurance for cars and the owner of the house
• Volunteer employee, husband and insurance options approved
• Covering the protection of voluntary identity

An accidental travel may be needed for personal meetings.

The expected basic salary range of this position ranges from 35,000 to $ 35,000 and will be determined on an individual basis depending on several factors

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