Affiliate Customer Service Associate - Bilingual (Call Center/Hybrid)
Broadcast Music, Inc.•Nashville, TN
•Hybrid
About The Position
Responsible for providing excellent customer service, in both English and Spanish, to our songwriter and publisher customers. Plays a vital role in ensuring customer satisfaction by addressing frontline inquiries, resolving issues, and providing support with professionalism and empathy.
Requirements
- Strong written and verbal communication skills in both English and Spanish.
- 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.
- Personal computer and associated software.
- Normal office equipment.
Nice To Haves
- College degree preferred.
- One-year previous Call Center or similar customer service experience preferred.
- Music industry experience preferred.
- Experience with Customer Relationship Management (CRM) tools preferred.
Responsibilities
- 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.
Benefits
- Medical, Dental, and Vision Insurance
- 401K with employer match on 100% of the first 4%.
- Flexible Spending Accounts
- Hybrid Office Schedule & Remote Friday's
- Short-Term & Long-Term Disability Benefits
- Paid Vacation & Sick/Personal Time
- Paid Volunteer Time Off
- 12 Paid Holidays
- Summer Half-Days
- Company Paid Life Insurance
- Up To 12 weeks Paid Parental Leave
- Tuition Assistance Program
- Commuter Benefits (New York)
- Employee Resource Groups
- Entertainment discounts and access to BMI concerts and events in our offices
- Employee appreciation events and holiday parties hosted at all office locations
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
