SoundExchange is a premier music tech organization focused on building a fairer and creator-focused industry. The Support Agent serves as the first point of contact for account holders and potential registrants, providing excellent customer service and assisting with registration and account updates.
Responsibilities
- Provide excellent customer service to clients on the phone and via chat
- Respond to emails received through the Support queue in a professional, accurate, and timely manner
- Assist callers with the registration and account update processes
- Provide answers to general inquiries and specific account inquiries
- Properly route or escalate customer inquiries to other teams as appropriate within guidelines
- Ensure any other ongoing key performance indicators are met
- Meet customer service quality standards
- Provide support to SoundExchange staff (as needed)
- Contribute to special projects (as needed)
- Work overtime (as needed) during peak traffic periods
- Perform other duties as assigned
Skills
- Excellent written and oral communication skills
- Computer skills: MS Office Suite general knowledge (Salesforce and/or database experience is a plus)
- Detail-oriented person, able to work independently and communicate regularly with team and manager
- Strong interpersonal and phone skills
- Post-secondary education, or equivalent work experience in the Customer Service field
- 1 or more years of Customer Service experience required
- 1 or more years of Call Center experience preferred
- Knowledge of music genres is a plus
Company Overview
SoundExchange collects and distributes digital performance royalties for sound recording. It was founded in 2003, and is headquartered in Washington, District of Columbia, USA, with a workforce of 51-200 employees. Its website is http://www.soundexchange.com/.
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