Account Representative

Broadcast Music, Inc.•Nashville, TN

1d•Hybrid

About The Position

Responsible for providing customer service to protect and grow revenues from our existing licensee base. Perform day-to-day customer service functions while acting as knowledge lead and resource for related work.

Requirements

Bachelor’s degree or equivalent required.
Minimum 1 years’ experience in customer service, sales and/or collections required.
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.
Result-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
Highly motivated self-starter who takes initiative with minimal supervision.
Innovative problem-solver who can generate workable solutions and resolve issues.
Strong analytical skills so that internal and external customer needs are properly interpreted and translated into application and operational requirements.
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 customers and colleagues.
Contact center knowledge and best practices including customer relationship management (CRM) experience such as Salesforce; fluent with Microsoft Office Suite.

Nice To Haves

Contact center experience preferred.

Responsibilities

Provides customer service to licensees ensuring that respective revenue goals and service level thresholds are met.
Maintains and administers licensees including managing a caseload of customers, assisting with customers not in caseload and handling customer inquiries through email, text, chat, and phone.
Maintains and administers licensees including but not limited to upselling/adding additional locations on chain accounts when possible.
Utilizes multiple communication tools, including call center application, customer relationship management (CRM) tools, email, and customer portal to provide superior customer service.
Partners with cross functional teams to meet customer expectations and resolve customer concerns, including collections, accounting, sales, verification, and distribution.
Contacts customers, through outbound dialing, to update existing license terms or sell a new license (outbound dialing will range from 10%-100% of scheduled shift).
Assists with verification and research functions.
Assists with preparation and processing of report forms and license fee schedules.
Assists with departmental administrative functions such as mail, running reports, checking voice mail, etc.
Performs duties and projects as needed.
Regular attendance.
Other duties as assigned and/or outlined in department expectation documents.
Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

Benefits

Medical, dental, and vision insurance
401K with employer match on 100% of the first 4%.
Flexible spending accounts to help manage healthcare and dependent costs
Short-term & long-term disability benefits
Paid vacation & sick/personal time
Paid volunteer time off
12 paid calendar holidays
Summer half days
Company paid life insurance
Up to 12 weeks paid parental leave
Tuition assistance to support your continued education and professional growth
Commuter benefits (New York)
Employee Resource Groups
Entertainment discounts and access to certain BMI concerts and events in our offices
Employee appreciation events and holiday parties hosted at all office locations