At arenaflex, we're dedicated to empowering songwriters and publishers to succeed in the ever-evolving music industry. As a key member of our team, you'll play a vital role in delivering exceptional customer experiences, ensuring our affiliates receive the support they need to thrive. If you're passionate about music, customer service, and building meaningful relationships, we invite you to join our dynamic team as an Experienced Customer Service Associate - Music Industry Affiliate Support (Hybrid).
**About arenaflex**
arenaflex is a leading music industry organization that has been a cornerstone of the music business for over 80 years. Our mission is to empower creators and industry professionals to succeed in the ever-changing music landscape. With a rich history of innovation and a commitment to excellence, we're dedicated to fostering a culture of collaboration, creativity, and inclusivity.
**Job Summary**
As an Experienced Customer Service Associate, you'll be responsible for providing top-notch support to our songwriter and publisher affiliates. Your primary focus will be on delivering exceptional customer experiences, addressing front-line inquiries, resolving issues, and providing support with professionalism and empathy. You'll be an integral part of our team, working closely with colleagues to ensure our affiliates receive the highest level of service.
**Location**
Our Nashville, TN office is the hub of our operations, and we're excited to welcome you to our vibrant community. As a hybrid team member, you'll work from our office three days a week, with the flexibility to work remotely on the other two days. We're committed to creating a safe and inclusive work environment, and we're closely monitoring COVID-19 guidelines to ensure the well-being of our team members.
**Key Responsibilities**
* Project an attitude of enthusiasm and willingness to serve customers in order to deliver an exceptional customer experience.
* Effectively and efficiently handle a high volume of affiliate contacts and inquiries, primarily via telephone and email.
* Research and respond to a wide variety of inquiries, including assistance registering songs and account maintenance.
* Effectively manage routine customer situations, driving clarity through active listening and seeking to build solutions to respond to customer questions.
* Capture notes and document relevant details into our CRM system with every contact.
* Demonstrate accuracy and thoroughness, looking for ways to improve and promote quality, and applying feedback to improve performance.
* Meet productivity standards, completing work in a timely manner and striving to increase productivity.
* Escalate inquiries requiring additional research to case management as needed.
* Perform other duties as assigned.
* Regular attendance.
* Support our arenaflex Core Values and cultivate a culture of diversity and inclusion.
**Position Qualification Requirements**
* Education: College degree preferred.
* Experience: One-year previous Call Center or similar customer service experience preferred. Music industry experience preferred. Experience with Customer Relationship Management (CRM) tools preferred.
* Skills and Abilities:
+ Strong written and verbal communication skills in both English and Spanish (specific to bilingual Customer Service Associates only).
+ Exceptional communication skills, including the ability to listen, write, and speak effectively, including presentation skills.
+ Strong interpersonal skills, with the ability to establish good working relationships internally and externally, including strong negotiation and conflict management skills.
+ Results-driven achiever with exemplary planning and organizational skills, detail-oriented.
+ Highly motivated self-starter who takes initiative with minimal supervision.
+ Innovative problem-solver who can generate workable solutions and resolve issues.
+ Flexible and adaptable to manage multiple priorities, assignments, and tasks in a high-paced environment, including the ability to manage and adapt to change.
+ Resourceful team player who excels at building relationships with affiliates and colleagues.
**Salary Range and Benefits**
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, arenaflex offers a competitive portfolio of benefits to its employees, including:
* Health, dental, and vision insurance
* 401K with employer match
* Flexible spending accounts
* Paid vacation and paid sick/personal time
* 12 paid calendar holidays
* Paid volunteer time off
* Summer hours that offer more time for fun in the sun
* Company-paid life insurance
* Up to 12 weeks paid parental leave
* Tuition assistance for qualified team members
* Commuter benefits (New York)
* Amazing and engaging culture
* Employee Resource Groups
**Diversity, Equity, and Inclusion**
arenaflex is an equal opportunity employer, and we're committed to creating a workplace that's inclusive, diverse, and equitable. We welcome applicants from all backgrounds and perspectives, and we're dedicated to fostering a culture of respect, empathy, and understanding.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and building meaningful relationships in the music industry, we invite you to apply for this exciting opportunity. Please visit our careers page to submit your application, and join our team as an Experienced Customer Service Associate - Music Industry Affiliate Support (Hybrid).
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