Account Representative

Customer Service Representative

POSITION SUMMARY: Responsible for providing customer service to protect and grow revenues from our existing licensee base. Perform day-to-day customer service functions while acting as knowledge lead and resource for related work.

Functions Of The Job

• Provides customer service to licensees ensuring that respective revenue goals and service level thresholds are met.
• Maintains and administers licensees including managing a caseload of customers, assisting with customers not in caseload and handling customer inquiries through email, text, chat, and phone.
• Maintains and administers licensees including but not limited to upselling/adding additional locations on chain accounts when possible.
• Utilizes multiple communication tools, including call center application, customer relationship management (CRM) tools, email, and customer portal to provide superior customer service.
• Partners with cross functional teams to meet customer expectations and resolve customer concerns, including collections, accounting, sales, verification, and distribution.
• Contacts customers, through outbound dialing, to update existing license terms or sell a new license (outbound dialing will range from 10%-100% of scheduled shift).
• Assists with verification and research functions.
• Assists with preparation and processing of report forms and license fee schedules.
• Assists with departmental administrative functions such as mail, running reports, checking voice mail, etc.
• Performs duties and projects as needed.
• Regular attendance.
• Other duties as assigned and/or outlined in department expectation documents.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

Physical/Visual Activities or Demands: Physical/visual activities or demands that are commonly associated with this position.

• Sitting, talking, hearing, walking.
• Concentrated mental and visual attention with normal hand-eye coordination.
• Clarity of vision at 20 inches; corrected or uncorrected.
• Generally negligible physical effort, but occasional moving of 1 to 10 lb. items.

Environmental/Atmospheric Conditions: Environmental and atmospheric conditions commonly associated with this position.

• Normal office conditions.

Position Qualification Requirements

Education: Bachelor's degree or equivalent required.

Experience: Minimum 1 years' experience in customer service, sales and/or collections required. Contact center experience preferred.

Skills and Abilities: Which may be representative but not all inclusive of those commonly associated with this position.

• Exceptional communication skills including ability to listen, write and speak effectively including presentation skills.
• Strong interpersonal skills: ability to establish good working relationships internally and externally including strong negotiation and conflict management skills.
• Result-driven achiever with exemplary planning and organizational skills, along with a high degree of detail orientation.
• Highly motivated self-starter who takes initiative with minimal supervision.
• Innovative problem-solver who can generate workable solutions and resolve issues.
• Strong analytical skills so that internal and external customer needs are properly interpreted and translated into application and operational requirements.
• Flexible and adaptable to manage multiple priorities, assignments and tasks in high paced environment including the ability to manage and adapt to change.
• Resourceful team player who excels at building relationships with customers and colleagues.
• Contact center knowledge and best practices including customer relationship management (CRM) experience such as Salesforce; fluent with Microsoft Office Suite.

Machines, Tools, Equipment and Work Aids: Which may be representative but not all inclusive of those commonly associated with this position.

Personal computer and associated software. Normal office equipment

License(s)/Certifications Required: None

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees may be required to follow other job-related instructions and perform other job-related duties as requested, subject to all applicable state and federal laws.

Why Join Us?

BMI is the nation's largest performing rights organization, representing more than 1.4 million songwriters, composers and music publishers, and a repertoire of over 25 million musical works.

Benefits & Perks

We take care of our people, here's what you can expect when joining the team:

• Medical, dental, and vision insurance
• 401K with employer match on 100% of the first 4%.
• Flexible spending accounts to help manage healthcare and dependent costs
• Hybrid office schedule: in office three days per week and Fridays remote.
• Short-term & long-term disability benefits
• Paid vacation & sick/personal time
• Paid volunteer time off
• 12 paid calendar holidays
• Summer half days
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance to support your continued education and professional growth
• Commuter benefits (New York)
• Employee Resource Groups
• Entertainment discounts and access to certain BMI concerts and events in our offices
• Employee appreciation events and holiday parties hosted at all office locations

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER:

All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor.

Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, BMI is a global leader in music rights management, serving as an advocate for the value of music. BMI represents the public performance rights in over 25 million musical works created and owned by more than 1.4 million songwriters, composers, and music publishers. The Company negotiates music license agreements and distributes the fees it generates as royalties to its affiliated writers and publishers when their songs are performed in public. In 1939, BMI created a groundbreaking open-door policy becoming the only performing rights organization to welcome and represent the creators of blues, jazz, country, and American roots music. Today, the musical compositions in BMI's repertoire, from chart toppers to perennial favorites, span all genres of music and are consistently among the most-performed hits of the year.