Customer Service Representative (Fully Remote Position)

About ASCAP

The American Society of Composers, Authors and Publishers (ASCAP) is a professional membership organization of songwriters, composers, lyricists and music publishers of every kind of music and operates on a not for profit basis. ASCAP's mission is to license and promote the music of its members and foreign affiliates, obtain fair compensation for the public performance of their musical compositions and to identify and match such performances to the fractional shares of copyright ownership and finally to distribute the royalties that it collects based upon those performances. ASCAP members write the world's best-loved music and ASCAP has pioneered the efficient licensing of that music to hundreds of thousands of enterprises who use it to add value to their business - from bars, restaurants and retail, to radio, TV and cable, to Internet, digital and mobile services and more. The ASCAP blanket license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters, composers, lyricists and music publishers to be paid fairly. With more than 875,000 members representing more than 16 million copyrighted works, ASCAP is the worldwide leader in performance royalties, service and advocacy for songwriters and composers, and the only American performing rights organization (PRO) founded and governed by its writer and publisher members. Learn more and stay in touch at www.ascap.com, on Twitter and Instagram @ASCAP and on Facebook.

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Job Overview

The Customer Service Representative (CSR) provides first class service by representing ASCAP to its licensing customers. The CSR will need to communicate with customers via telephone, email, and Live chat using professional and pleasant etiquette when answering inbound customer inquiries. They will adhere to our core value of One Call Resolution -- to meet customers’ needs in one single interaction -- which includes answering customer questions and objections, re-selling the benefits of the ASCAP Blanket license, and resolving delinquent balances on accounts by asking for payments.

Areas Of Responsibility/accountability

• Resolve routine and complex issues independently
• Update customer accounts using various systems and adhere to service level standards
• Follow standard procedures to update accounts and resolve billing discrepancies
• Maintain positive and healthy relationships with team members
• Convey difficult to understand concepts in layman's terms both over the telephone and in writing
• Accurately process payments that adhere to PCI compliance guidelines
• Maintain an assigned workflow of cases

Qualifications And Requirements

Candidates will be required to take an assessment to demonstrate appropriate Excel and Access skills.

• Excellent written and verbal communication skills are a must
• Bilingual (Spanish) is a plus
• Call center and/or Sales experience preferred
• Familiarity with internet applications (including Salesforce)
• Ability to problem-solve independently and handle multiple tasks and projects simultaneously
• The successful candidate must be able to communicate with customers using professional and pleasant etiquette via telephone, email, and instant message chat
• Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office and Google Docs/Sheets

These Health Care And Financial Plan Options Include The Following

Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need.

• Short term disability Insurance / salary continuation and Long term disability insurance
• Supplemental and dependent life insurance options
• Generous time-off policy
• Immediate eligibility for 401(k) participation with an employer provided match
• Company provided basic life and accidental death and dismemberment insurance
• An additional Employer paid retirement savings program regardless of your participation in the 401(k) Plan
• A choice of either network only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network
• Health care and dependent care flexible spending accounts
• Vision plan that offers both in and out- of network provider options

Please be aware that ASCAP is not a nut-free or other allergen-free workplace.
As a condition of employment, ASCAP requires all employees to be fully vaccinated (including a first booster, when eligible) against COVID-19. ASCAP will make reasonable accommodations for those who are unable to obtain a COVID-19 vaccination, where required by federal, state and local law, and in accordance with ASCAP’s policies.
ASCAP is an equal opportunity employer. All ASCAP employment decisions are made on the basis of individual qualifications and performance and not on the basis of race, national origin, ethnicity, sex, age, marital status, sexual orientation or preference, gender identity, genetic information, disability, handicap, color, creed, religion, veteran status, or any characteristic protected by applicable federal, state or local laws.
Occasional travel for in-person meetings may be required.
The anticipated base salary range for this position is $35,000.00 to $36,000.00 and will be determined on an individualized basis depending on several factors that are unique to each candidate including geographic location (due to differences in the cost of labor), skills, education and prior relevant experience.
Compensation: From $35,000.00 to $36,000.00 per year