Customer Service Representative

The American Society of Composers, Authors and Publishers (ASCAP) is a professional membership organization of songwriters, composers and music publishers of every kind of music. ASCAP's mission is to license and promote the music of its members and foreign affiliates, obtain fair compensation for the public performance of their works and to distribute the royalties that it collects based upon those performances. ASCAP members write the world's best-loved music and ASCAP has pioneered the efficient licensing of that music to hundreds of thousands of enterprises who use it to add value to their business - from bars, restaurants and retail, to radio, TV and cable, to Internet, mobile services and more. The ASCAP license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters and composers to be paid fairly. With 600,000 members representing more than 10 million copyrighted works, ASCAP is the worldwide leader in performance royalties, service and advocacy for songwriters and composers, and the only American performing rights organization (PRO) owned and governed by its writer and publisher members. www.ascap.com 

Job Overview:

ASCAP is looking for a customer service representative to join our team of agents who provide our customers with first class service.  The successful candidate will need to communicate with customers via telephone using a professional and pleasant phone etiquette when making outbound calls to request payment of past due balances and when answering inbound customer inquiries. 

 

Areas of responsibility/accountability:

  • Convey difficult to understand concepts in layman's terms both over the telephone and in writing
  • Resolve routine and complex issues independently
  • Request payment for past due accounts
  • Follow standard procedures to correct billing errors
  • Update customer accounts using various systems and adhere to service level standards

Qualifications and Requirements: Candidates will be required to take an assessment to demonstrate appropriate Excel and Access skills. 

  • Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office
  • Familiarity with internet applications (including Salesforce)
  • Excellent written and verbal communication skills is a must
  • Ability to problem-solve independently and handle multiple tasks and projects simultaneously
  • Call center experience preferred
  • Bilingual (Spanish) is a plus

 

Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:

  • A choice of either HMO or Point-of-Service (POS) medical and dental plans
  • Immediate eligibility for 401(k) participation with match
  • Generous time-off policy
  • Health care and dependent care flexible spending accounts
  • Long term disability insurance
  • Basic life insurance, supplemental and dependent life insurance options
  • Employer paid retirement savings program

Meet Some of ASCAP's Employees

"JJ" J.

Senior Director of Creative, Rhythm & Soul

From scouting new music creators to putting on the annual Rhythm & Soul Music Awards, JJ's job involves research in the field, meeting with songwriters, and supporting performers in any way possible.

Sarah F.

Executive Assistant to EVP & Chief Marketing Officer

Sarah supports the Marketing Team with any tasks necessary, writing public-facing content and communicating with ASCAP team members to ensure everything flows smoothly.


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