Account Representative

Broadcast Music, Inc.; Nashville (TN); Hybrid; USD 35,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401K with employer match

Flexible spending accounts

Hybrid office schedule

Short-term & long-term disability benefits

12 paid calendar holidays

Up to 12 weeks paid parental leave

Tuition assistance

Employee Resource Groups

Entertainment discounts

Employee appreciation events

Job summary

Broadcast Music, Inc. is looking for a Customer Service Representative in Nashville, TN. In this role, you will provide exceptional customer service to our licensees while managing inquiries and upselling. You must have a Bachelor’s degree and at least one year of experience in customer service. The position offers a hybrid work schedule, medical and dental insurance, and 401K benefits. Join us in fostering a culture of diversity and inclusion within our team.

Qualifications

• Minimum 1 year of customer service, sales, or collections experience required.
• Contact center experience preferred.

Responsibilities

• Provide customer service to licensees ensuring revenue goals are met.
• Manage a caseload of customers and handle inquiries via various communication tools.
• Contact customers to update licenses or sell new licenses.

Skills

Exceptional communication skills

Strong interpersonal skills

Detail orientation

Problem-solving skills

Analytical skills

Flexibility and adaptability

Team player

Contact center knowledge

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Microsoft Office Suite

Job description

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

Essential Functions: Which may be representative but not all inclusive of those commonly associated with this position.

• 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.
• 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: Physical/visual activities or demands that are commonly associated with this position.

• 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/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: Personal computer and associated software. Normal office equipment

License(s)/Certifications Required: None

WHY JOIN US?

• 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
• 12 paid calendar holidays
• Up to 12 weeks paid parental leave
• Tuition assistance to support your continued education and professional growth
• 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.