Support Agent

Position Description

Title: Support Agent
Department: Customer Services
Reports To: Manager, Support
Supervisory Role: No
FLSA Status: non-exempt/hourly

Company

SoundExchange is the premier music tech organization on a mission to power the future of music. The organization collects and distributes digital performance royalties on behalf of more than 560,000 recording artists’ and master rights owners’ accounts and to date has paid more than $9 billion in distributions. Through unparalleled innovation of financial tech products and services, it distributes royalties to creator groups, advocates for fair pay across platforms, and creates systems that improve how the industry operates. Its proprietary fintech solutions help turn data into accurate revenue for creators and include Music Data Exchange (MDX) and International Standard Recording Codes (ISRC) Search.

Position Summary

The Support Agent serves as the first point of contact for current account holders and potential registrants by providing excellent customer service using phone, email and chat. The Support Agent is responsible for helping clients complete the registration process and make updates to their existing accounts. They also answer inquiries about SoundExchange, specific account details, and payment histories. The Support Agent identifies problems that cannot be resolved in one-contact and escalates the issues to the appropriate team. The Support Agent’s most important function is to create satisfied customers by providing accurate information and timely assistance. This position is DC based and hybrid- with some in-office work requirements.

Essential Functions

  • Provide excellent customer service to clients on the phone and via chat
  • Respond to emails received through the Support queue in a professional and timely manner
  • Assist callers with the registration and account update processes
  • Provide answers to general inquires and specific account inquiries
  • Meet minimum customer service quality standards
  • Provide support to SoundExchange staff
  • Contribute to special projects (as needed)
  • Work overtime (as needed) during peak traffic periods
  • Perform other duties as assigned

Required Knowledge, Skills, Abilities (KSAs)

  • Excellent written and oral communication skills
  • Computer skills: MS Excel, Outlook, (Salesforce and/or database experience is a plus)
  • Detail-oriented person, able to work independently and report progress under tight deadlines
  • Strong interpersonal and phone skills
  • Knowledge of music genres is a plus

Required Education, Certifications/ Licenses, Related Experience

  • BA or BS degree preferred
  • 1 or more years of Call center experience required
  • 1 or more years of Customer Service experience required

ADA SPECIFICATIONS:

  • This position requires the ability to remain in a stationary position (standing and/or seated) more than half of the time
  • This position requires the ability to spend most of the time viewing computer monitors
  • The person in this position must be able to identify and distinguish between colors

Travel Requirements

  • This position has no travel requirements

COVID-19 Policy

Applicants who receive a conditional offer of employment will be required to disclose their COVID-19 vaccination status prior to beginning employment. Employees who are not fully vaccinated will not be permitted to access SoundExchange offices until they are fully vaccinated. As a condition of employment, all SoundExchange employees will be required to be fully vaccinated. SoundExchange will provide reasonable accommodations for employees who cannot be vaccinated because of a disability or sincerely held religious belief. Accommodation requests will be considered on a case-by-case basis.

Contact

To apply, please send a cover letter and résumé to [email protected].

Note: The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.