Royalty Specialist, Music Publishing (Hybrid)

Broadcast Music, Inc. (Bmi) • Nashville, TN

274d

About The Position

The Billing Specialist is responsible for providing excellent customer service to songwriter and publisher customers, ensuring customer satisfaction by addressing complex and escalated inquiries, resolving issues, and providing support with professionalism and empathy. The position is based in the Nashville, TN office, where BMI has transitioned back to a regular hybrid schedule, with most team members expected in the office three days a week. The role involves delivering an exceptional customer experience, handling a high volume of inquiries, and collaborating with cross-functional teams to find solutions to customer issues.

Requirements

• College degree preferred.
• Two years of Music Publishing or Performing Rights Organization experience required.
• Two years of previous Call Center or similar customer service experience required.

Nice To Haves

• Experience with Customer Relationship Management (CRM) tools preferred.
• Contact center knowledge including experience with Salesforce or Microsoft Dynamics.
• Proficient with Microsoft Office Suite.

Responsibilities

• Delivers an exceptional customer experience by projecting an attitude of enthusiasm and willingness to serve customers.
• 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 complex and escalated inquiries, including assistance registering songs, royalty payment questions, and account maintenance.
• Maintains a thorough understanding of BMI's distribution and administration practices and policies.
• Collaborates with cross-functional teams to find solutions to customer issues, providing feedback to improve products and services based on customer insights.
• Effectively manages both routine and difficult customer situations by building solutions for customer questions.
• Enters notes, documents, and relevant details into the CRM system with every contact.
• Demonstrates accuracy and thoroughness by looking for ways to improve performance and promote quality standards.
• Meets and strives to increase productivity standards.
• Escalates inquiries requiring additional research to relevant subject matter experts and/or leadership as needed.
• Other duties as assigned.
• Regular attendance.
• Supports BMI Core Values and cultivates a culture of diversity and inclusion.

Benefits

• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Lessors of Nonfinancial Intangible Assets (except Copyrighted Works)
• Education Level: Bachelor's degree