Member Support Associate

Mechanical Licensing Collective•Nashville, TN

5h•Hybrid

About The Position

Are you interested in joining a purpose-driven company in the music industry? Do you thrive in a collaborative, hybrid work environment? If you do, we would like to get to know you. WORKING AT THE MLC The MLC is committed to excellence, service and transparency. Our culture is collaborative, and our team works in a hybrid environment. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges. THE ROLE Type: Full-Time, Hybrid Provide a best-in-class customer experience by anticipating the needs of our users and Members, multitasking with various customer inquiries received via support channels, escalating issues based on documented process flows, and representing The MLC as a frontline brand ambassador. We are a service organization and must be available to support our customers when they need us. Flexibility with hours and availability are essential. Our hours of operation are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST.

Requirements

Experience with handling confidential and proprietary information
Experience with data entry; with consistent accuracy and precision
Excellent interpersonal communication skills; especially with conflict resolution
Comfortable adapting to change, meeting evolving business needs, and using new technologies.

Nice To Haves

One-year experience in Customer Experience/Customer Service/Customer Support in a contact center, retail, or hospitality environment, preferred

Responsibilities

Building strong customer relationships by delivering service through various support channels that include phone, chat, and email
Promptly and professionally responding to all inbound customer inquiries
Achieving key performance goals (metrics) while never losing sight of providing a world-class experience to users and Members
Making quick decisions keeping customer satisfaction top-of-mind, while operating within the bounds of established policies and procedures
Communicating clear expectations around inquiry processing time standards, and resolving inquiries accurately and within those established time standards
Developing and continuously building overall knowledge to provide the highest level of customer support
Updating job knowledge by participating in required employee training and educational opportunities
Efficiently leveraging all available resources, both internal and external, to meet customers’ varied needs
Listening to customer feedback and advocating for customer-oriented solutions
Maximizing support platform technology to capture critical data and use for decisions
Actively contributing to a culture of continuous improvement by identifying gaps and suggesting solutions
Collaborating with others in a team-based environment to accomplish organizational goals and resolve issues
Working in a way that aligns with the core values of The MLC; with transparency, a service orientation, respect for diversity and a commitment to excellence
Embracing The MLC’s leadership values and applying The MLC’s Guiding Principles to your team’s work
Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
Building a dynamic team; mentoring team members; developing future leaders
Inspiring others with your enthusiasm and humility