About ASCAP
ASCAP is a nonprofit membership association that represents over one million music creators, including songwriters, composers, and publishers. With a catalog of more than 20 million works, we license music to a vast range of businesses—from streaming platforms and satellite radio to hotels, bars, and retail stores. Our mission is simple: protect the rights of music creators and ensure they’re fairly compensated. At ASCAP, we reinvest nearly 90% of licensing revenue directly back to our members.
The Role
We’re looking for a dedicated Customer Service Representative to support our General Licensing team. In this front-line position, you’ll be the voice of ASCAP for our non-VIP customers—resolving inquiries, managing disputes, and educating clients about their licensing agreements. If you enjoy solving problems, building rapport, and advocating for creatives, this is your opportunity to make a meaningful impact in the music industry.
Key Responsibilities
- Handle 25–40 calls daily depending on seasonality, ensuring each customer interaction is courteous, clear, and solution-focused.
- Educate and guide customers on licensing requirements and benefits, especially across 20+ license types.
- Resolve customer concerns, process payments, and handle adjustments using CRM and billing tools.
- Follow up on overdue accounts and delinquencies, helping businesses stay in compliance.
- Collaborate with teammates and escalate complex issues when necessary.
- Engage via email, phone, and live chat, striving for first-contact resolution within 24–48 hours.
- Log all activity in CRM systems (e.g., Salesforce) and maintain accurate customer records.
- Learn and apply copyright law principles related to public performance rights.
What We’re Looking For
- Excellent communication skills—both written and verbal.
- Comfortable working with Microsoft Office, Google Workspace, and CRM systems like Salesforce.
- Ability to handle high call volumes and multitask with precision and empathy.
- Experience in customer service, call centers, or sales (preferred).
- Team-oriented attitude with strong problem-solving abilities.
- Bilingual (English/Spanish) candidates are strongly encouraged to apply.
- 1–2 years of work experience preferred; open to entry-level candidates.
Benefits & Perks
- Flexible medical, dental, and vision insurance options
- 401(k) plan with company match + profit-sharing contribution
- Generous PTO and 12 paid company holidays
- Flexible spending accounts (healthcare & dependent care)
- Life, AD&D, and disability insurance
- Gym discounts and commuter benefits
- Optional pet insurance and identity protection plans
