Customer Service & Reporting Representative

Description

• Review and validate contractual reports from our customers across multiple license categories and prepare the reports for invoicing in our systems
• Work directly with customers to collect and discuss their reports via email and phone
• Perform audits on customers to enforce their obligations under our license agreements and document unlicensed music use and incorrect business details
• Manage our review and escalation process for customers in breach of their license agreements (e.g., due to failure to pay outstanding invoices or failure to report licensing metrics), including sending notifications via email and physical mail and responding to related questions
• Review, verify, and action termination requests from licensees
• Handle incoming notifications about customer sales and acquisitions, gather and validate all required information for license amendments and transfers, and complete those transactions in our CRM system
• Support our customers in signing up for and using our self-service licensing and reporting portal in collaboration with our internal technical teams
• Provide analysis on our inbound case load and identify patterns and recurring questions to help improve the information provided on our website, in our customer portal, in published materials, and in customer communications
• Handle incoming customer requests by email, chat, phone, and physical mail
• Prepare and execute on outreach efforts to our customers via email, physical mail, or phone
• Act as a liaison, provide valid license and contract information, and resolve any upcoming issues with a high degree of accuracy and efficiency
• Identify and escalate customer requests that require review from other departments such as Legal or Finance
• Investigate contract issues and work with other internal departments to resolve disputes and questions
• Keep all customer, contact, and license information in our CRM system up to date and document all customer interactions in a clear and concise way
• Meet our customer service goals, including first-contact resolution rates, and response time windows
• Perform other duties as assigned

• 3 years of experience in customer service, customer support, collections, or similar roles
• Bachelor's Degree Preferred
• Excellent written and verbal communication and active listening skills
• Strong experience handling escalations and difficult conversations
• High level of customer orientation and the ability to discuss complex matters with an inexperienced audience
• Strong skills using Salesforce.com and Microsoft Office tools
• Ability to multi-task, prioritize, and manage time effectively
• Strong sense of urgency and commitment to meeting customer expectations and deadlines
• Excellent problem-solving and analytical skills, and critical thinking