**Experienced Customer Service Representative – General Licensing Non-VIP Customers**

Are you passionate about delivering exceptional customer experiences and ensuring seamless interactions with clients? Do you thrive in a dynamic environment where no two days are the same? If so, we invite you to join the esteemed team at blithequark, a leading membership association of songwriters, composers, and music publishers. As an Experienced Customer Service Representative, you will play a vital role in providing high-quality service to general licensing non-VIP customers, ensuring their needs are met, and their expectations are exceeded. **About blithequark** blithequark is a membership association of more than 900,000 songwriters, composers, and music publishers, representing some of the world's most talented music creators. Founded and governed by songwriters and composers, blithequark is the only performing rights organization in the U.S. that operates as a not-for-profit. Our mission is to advocate for the rights of music creators, drive innovation, and build community, while providing the resources and support that creators need to succeed in their careers. **Job Description** As an Experienced Customer Service Representative, you will be responsible for providing exceptional service to general licensing non-VIP customers, ensuring they stay in compliance with the terms and conditions of various license agreements. You will be the primary point of contact for customers, resolving disputes, answering account and billing questions, and providing accurate and timely information regarding payment and/or reporting terms. Your goal will be to meet customers' needs in one single interaction and respond to inquiries within 24-48 hours. **Key Responsibilities:** * Know and understand the terms of the top 5 fixed-rate license classes, including BGT, AdultEnt, Fitness, Conv, and DanceSchool, as well as report and pay license classes, such as Hotels, Concerts, and Shopping Centers. * Attend training classes and work with the Customer Service Manager to develop knowledge of additional license classes, with the goal of knowing 20-25+ licenses within the first 1-3 years. * Answer an average of 35-40 incoming calls per day during peak times and 20-25 per day during non-peak times. * Resolve disputes by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution. * Understand the basics of our collection process to apprise customers of payment due dates associated with their license. * Understand copyright law as it relates to public performance of copyrighted music and communicate it clearly and concisely to customers. * Respond to inquiries via phone, email, and social media, including Live Chat. * Maintain licensee accounts by processing policy changes, adjustments, and report submissions. * Efficiently advise licensees on terms of 20+ license agreements and reeducate customers on the need for licensing. * Process payments according to PCI compliance protocols. * Ensure members' rights are protected by reviewing discontinuance of music uses carefully and processing cancellations when warranted per standard procedures. * Utilize blithequark systems to update account information. * Greet customers with enthusiasm and professionalism to establish and maintain positive rapport with every customer throughout the call. * Exercise sound judgment and know when to escalate matters to the Manager. * Create cases when necessary to resolve disputes/changes on customer accounts. * Close cases of inquiries from customers received via email, fax, and regular mail. * Establish win/win solutions to resolve disputes whenever possible. * Log all call activity into CRM during and/or after each call and set appropriate follow-up when required. * Contribute to team effort by accomplishing related tasks as needed. **Requirements and Qualifications:** * The successful candidate must be able to communicate with customers using professional and pleasant etiquette via telephone, email, and instant message chat. * Proficient in the knowledge and practical use of up-to-date versions of Microsoft Office and Google Docs/Sheets. * Familiarity with internet applications, including Salesforce. * Excellent written and verbal communication skills are a must. * Ability to problem-solve independently and handle multiple tasks and projects simultaneously. * Call center and/or Sales experience preferred. * Bilingual (Spanish) is a plus. * Proven track record as a team-player, great interpersonal skills. * Entry-level role, 1-2 years of work experience preferred. **Work Environment and Company Culture:** blithequark offers a unique and dynamic work environment that values innovation, creativity, and collaboration. Our team is passionate about delivering exceptional customer experiences and ensuring seamless interactions with clients. We are committed to providing a comprehensive benefits package that includes: * 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. * Immediate eligibility for 401(k) participation with an employer-provided match. * An additional Employer-paid retirement savings program regardless of your participation in the 401(k) Plan. * Generous time-off policy. * 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. * Supplemental and dependent life insurance options. **Compensation and Benefits:** The anticipated base salary range for this position will be determined on an individualized basis depending on several factors, including geographic location, skills, education, and prior relevant experience. We offer a competitive compensation package that includes a comprehensive benefits program, generous time-off policy, and opportunities for career growth and development. **How to Apply:** If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer:** blithequark is an equal opportunity employer. All blithequark 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. **Occasional Travel:** Occasional travel for in-person meetings may be required. Apply for this job