About the position
The Customer Service Director at Broadcast Music, Inc. (BMI) is responsible for managing and coordinating departmental objectives to protect and grow revenues from the existing licensee base. This role involves planning monthly and daily work objectives for the Customer Relations team to ensure productivity and customer service levels are met or exceeded. The position is based in Nashville, TN, and follows a hybrid work schedule, with most team members expected in the office three days a week. The director will lead the Customer Relations team to meet revenue goals and service level thresholds, conduct call reviews, and provide coaching to ensure best practices are followed. The role also includes resolving customer concerns, overseeing the hiring and onboarding process, and collaborating with various departments to enhance customer experience and drive revenue growth.
Responsibilities
- Lead Customer Relations team to meet revenue goals and service level thresholds.
- Conduct call reviews and coaching sessions to ensure consistent messaging.
- Review department and team member caseloads to identify missed opportunities.
- Maintain dashboards with relevant data for business decisions.
- Lead long-term strategic projects and represent the business area in VCP projects.
- Resolve customer concerns in escalated situations.
- Oversee hiring and onboarding processes, ensuring training content is up to date.
- Collaborate with operations, sales, accounting, IT, distribution, and finance teams.
- Perform reporting and analysis to drive business decisions.
- Assist with writing requirements and participate in user acceptance testing.
- Identify knowledge gaps and develop refresher training.
- Create engaging team meeting agendas and follow through on delivery.
- Maintain business area SharePoint content.
- Implement coaching plans for team members.
- Track and communicate departmental changes to area AVP.
- Understand department budget and adjust work allocation.
- Create ideas for new initiatives to enhance team engagement and revenue growth.
- Develop team production schedule and identify process improvements.
- Create opportunities for team member development and growth.
- Other duties as assigned.
Requirements
- Bachelor's degree or equivalent required; Business Management major preferred.
- Minimum 8 years' customer service, sales, negotiation, and/or collections experience required.
- Prior supervisory experience required.
- Contact center management experience preferred.
Nice-to-haves
- Strong knowledge of customer relations tech stack.
- Experience managing to call center KPIs and workforce management metrics.
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
- Company paid life insurance
- Up to 12 weeks paid parental leave
- Tuition assistance for qualified team members
- Commuter benefits
- Engaging company culture
- Employee Resource Groups
