Affiliate Customer Service Associate - Call Center (Hybrid)

BMI•Nashville, TN

2d•Hybrid

About The Position

Responsible for providing excellent customer service 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. BMI operates on a regular in-office hybrid schedule. At present, most team members are expected in the office three (3) days a week.

Requirements

One-year previous call center or similar customer service experience preferred.
Experience with Customer Relationship Management (CRM) tools preferred.
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.

Nice To Haves

College degree preferred.
Music industry experience 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.