Senior Customer Service Specialist
Position Summary
As the Senior Customer Service Specialist, you will provide outstanding customer service. You will be responsible for complex and escalated inquiries, resolve issues, and provide support with professionalism and empathy.
Key Responsibilities:
- Deliver exceptional customer experiences by proactively addressing inquiries and resolving issues.
- Handle a high volume of complex inquiries related to works registration, payments, and account maintenance.
- Escalate complex issues to subject matter experts or leadership as needed.
- Work closely with various teams to find effective solutions to customer issues and identify opportunities for process improvement.
- Accurately document all customer interactions in our CRM system.
- Meet productivity standards, striving for continuous improvement.
Qualifications:
- College degree preferred
- 2+ years’ experience in call center or customer service
- 2+ years’ experience in music publishing or performing rights organizations.
- Strong communication and interpersonal skills
- Excellent problem-solving and decision-making abilities
- Skilled in MS Office Suite
- Proficiency in CRM tools preferred