Global Member Services Representative (Bilingual)

About ASCAP The American Society of Composers, Authors and Publishers (ASCAP) is a membership association of more than one million songwriters, composers and music publishers, and represents some of the world’s most talented music creators. Founded and governed by songwriters, composers and publishers, it is the only performing rights organization in the U.S. that operates on a not-for-profit basis. ASCAP licenses a repertory of over 20 million musical works to hundreds of thousands of businesses that use music, including streaming services, cable television, radio and satellite radio and brick and mortar businesses such as retail stores, hotels, clubs, restaurants and bars. ASCAP collects the licensing fees; identifies, matches and processes trillions of performances every year; and returns nearly 90 cents of every dollar back to its members as royalties. The ASCAP blanket license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters and composers to be paid fairly. ASCAP puts music creators first, advocating for their rights and the value of music on Capitol Hill, driving innovation that moves the industry forward, building community and providing the resources and support that creators need to succeed in their careers. Learn more and stay in touch at on X and Instagram @ASCAP and on Facebook. Job Description The Global Member Services Representative provides customer service to ASCAP’s members via telephone, email and ASCAP’s proprietary online account management system (Member Access). The position serves the goals of the ASCAP Global Members Services department in ensuring ASCAP writers, publishers, and internal partners receive the best experience possible. Areas of Responsibility & Accountability Member Customer Service Provide customer service to ASCAP’s writer and publisher Members via telephone, email and ASCAP's proprietary online account management system Communicate effectively with individuals from both within and outside of the organization in order to resolve writer and publisher Member issues and answer all questions Resolve and track inquiries and other types of incoming requests by researching and resolving any issues that may arise from writer and publisher Members and/or their representatives Inquiry subjects vary, but often regard the following: Performance crediting ASCAP’s repertory Royalty distribution Overpayment recoupment International collections and distributions Membership elections General membership concerns Escalate and resolve Member issues by effectively leveraging your expert knowledge of ASCAP’s business and communicating with other departments within ASCAP as necessary Use sound judgment to determine if claims need to be escalated Distribution Support Liaise with Members on behalf of ASCAP’s Distribution Team whenever additional information is required to process a writer or publisher claim Liaise with other departments to seamlessly resolve Member issues. Qualifications & Requirements Bachelor’s degree Bilingual – fluent in speaking and writing; both Spanish & English Excellent administrative, written, and verbal communication skills The ability to clearly and simply communicate complex issues Skilled at prioritizing multiple tasks or projects simultaneously Self-motivated and organized to ensure internal and external responsiveness Effective and creative problem solver Prior customer service experience Knowledge of ASCAP’s systems, policies and procedures is a plus Music and music industry interest a plus This position requires the incumbent to be in the office 3 days per week. Compensation/Benefits 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 network-only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network Vision plan that offers both in and out-of-network provider options 401(k) Plan that offers pre-tax, Roth, and an after-tax employee contribution option which includes a company match. An additional employer paid discretionary profit share contribution, regardless of your participation in the 401(k) Plan Generous time-off policy 12 company holidays Health care and dependent care flexible spending accounts Short-term disability insurance/salary continuation and long-term disability insurance Company provided basic life and accidental death and dismemberment insurance Employee gym discounts at select gyms Commuter benefits Voluntary pet health insurance Voluntary auto and homeowners insurance Voluntary employee, spouse, and dependent life insurance options Voluntary ID protection Coverage Occasional travel for in-person meetings may be required. The anticipated base salary range for this position is $50,000 to $50,000 and will be determined on an individualized basis depending on several factors that are unique to each candidate including geographic location (due to differences in the cost of labor), skills, education and prior relevant experience. ASCAP is an equal opportunity employer. All ASCAP employment decisions are made on the basis of individual qualifications and performance and not on the basis of race, national origin, ethnicity, sex, age, marital status, sexual orientation or preference, gender identity, genetic information, disability, handicap, color, creed, religion, veteran status, or any characteristic protected by applicable federal, state or local laws. #J-18808-Ljbffr PKF MARK III, INC.