Support Agent

SoundExchange, Inc.•Washington, DC

5d•$55,000 - $64,000•Hybrid

About The Position

The Support Agent serves as the first point of contact for current account holders and potential registrants by providing excellent customer service using phone, email and chat. The Support Agent is responsible for helping clients complete the registration process and make updates to their existing accounts. They also answer inquiries about SoundExchange, specific account details, and payment histories. The Support Agent identifies problems that cannot be resolved in one-contact and escalates the issues to the appropriate team. The Support Agent’s most important function is to ensure an excellent customer experience by providing accurate information, timely assistance, and overall effective resolutions of issues. This position is DC based and hybrid- with some in-office work requirements.

Requirements

Excellent written and oral communication skills
Computer skills: MS Office Suite general knowledge (Salesforce and/or database experience is a plus)
Detail-oriented person, able to work independently and communicate regularly with team and manager.
Strong interpersonal and phone skills
Post-secondary education, or equivalent work experience in the Customer Service field
1 or more years of Customer Service experience required

Nice To Haves

Knowledge of music genres is a plus
1 or more years of Call Center experience preferred

Responsibilities

Provide excellent customer service to clients on the phone and via chat
Respond to emails received through the Support queue in a professional, accurate, and timely manner
Assist callers with the registration and account update processes
Provide answers to general inquiries and specific account inquiries
Properly route or escalate customer inquiries to other teams as appropriate within guidelines
Ensure any other ongoing key performance indicators are met
Meet customer service quality standards
Provide support to SoundExchange staff (as needed)
Contribute to special projects (as needed)
Work overtime (as needed) during peak traffic periods
Perform other duties as assigned