Bilingual Customer Service Representative

Bilingual Customer Service Support

The Bilingual Customer Service Support role is based in our West Palm Beach office and reports directly to the Royalty Support Manager. This position plays a key role in delivering a high-quality customer experience by managing post-funding inquiries, ensuring timely resolution, and maintaining clear communication with clients.

The ideal candidate is detail-oriented, customer-focused, and thrives in a fast-paced environment. This role requires close collaboration with cross-functional teams to ensure efficient case resolution and a seamless customer journey.

Experience & Qualifications Required

• 12 years of experience in Customer Service positions, preferably within financial services.
• Bilingual proficiency in English and Spanish (verbal and written) required.
• Experience with Salesforce, Microsoft Excel, and Word required.
• Strong interpersonal skills with a customer-first mindset and the ability to manage urgent or sensitive situations.
• Excellent active listening and problem-solving skills.
• Collaborative and team-oriented approach.

Essential Responsibilities & Duties

• Manage post-funding customer inquiries via phone and email, ensuring timely and accurate communication.
• Utilize the Royalty Support case management system to document issues, track progress, and record resolutions.
• Maintain and update the case management system daily to ensure accuracy and completeness.
• Adhere to internal turnaround times to ensure efficient case resolution, recognizing cross-departmental impact.
• Identify and escalate cases requiring management review.
• Keep Royalty Specialists informed on case status, open issues, and resolutions.
• Support customers in navigating and troubleshooting the Sound Royalties online portal.
• Address customer inquiries related to statements and account details.
• Maintain detailed documentation of all customer interactions across communication channels.
• Monitor and respond to after-hours messages and call logs as needed.
• Review inquiry reports to track pending actions and ensure timely case closure.
• Collaborate with internal teams to resolve inquiries efficiently and effectively.
• Maintain strict confidentiality of client information and records.
• Handle customer concerns professionally, de-escalating issues when necessary.
• Provide feedback to improve customer service processes and overall experience.
• Ensure customer database and contact information are accurate and up to date.
• Communicate with external vendors and royalty payors as needed.
• Participate in conference calls with third parties to obtain financial information and verify outstanding balances.
• Conduct quality assurance "closing calls" prior to funding, ensuring customers are fully prepared and onboarded.
• Support additional Music Servicing and Operations tasks, including ad hoc projects as needed.
• Manage professional email communications, ensuring clarity, accuracy, and engagement.
• Prepare and distribute sensitive customer documents with a high level of accuracy.
• Organize, store, and upload monthly files for audit purposes.

Sound Royalties is a fast growing company filled with career opportunities! Join our team and be a part of all the amazing things we are doing for the music community!