Global Member Services Representative

Job Overview:

The Global Member Services Representative provides customer service to ASCAP’s members via telephone, email and ASCAP’s proprietary online account management system (Member Access). The position serves the goals of the ASCAP Global Members Services department in ensuring ASCAP writers, publishers, and internal partners receive the best experience possible. This is a hybrid position with currently a minimum 3 day per week in-office requirement, based out of the ASCAP New York Office.

Areas of Responsibility & Accountability:

Member Customer Service:
Provide customer service to ASCAP’s writer and publisher Members via telephone, email and ASCAP's proprietary online account management system
Communicate effectively with individuals from both within and outside of the organization in order to resolve writer and publisher Member issues and answer all questions
Resolve and track inquiries and other types of incoming requests by researching and resolving any issues that may arise from writer and publisher Members and/or their representatives
Inquiry subjects vary, but often regard the following:
Performance crediting
ASCAP’s repertory
Royalty distribution
Overpayment recoupment
International collections and distributions
Membership elections
General membership concerns
Escalate and resolve Member issues by effectively leveraging your expert knowledge of ASCAP’s business and communicating with other departments within ASCAP as necessary
Use sound judgment to determine if claims need to be escalated
Distribution Support:
Liaise with Members on behalf of ASCAP’s Distribution Team whenever additional information is required to process a writer or publisher claim
Liaise with other departments to seamlessly resolve Member issues

Qualifications & Requirements:

Bachelor’s degree
Excellent administrative, written, and verbal communication skills
The ability to clearly and simply communicate complex issues
Skilled at prioritizing multiple tasks or projects simultaneously
Self-motivated and organized to ensure internal and external responsiveness
Effective and creative problem solver
Prior customer service experience
Knowledge of ASCAP’s systems, policies and procedures is a plus
Music and music industry interest a plus
This position currently requires the incumbent to be in the office 3 days per week- In-office requirements are subject to change