Overview
Customer Service & Reporting Representative Jobs in Los Angeles Metropolitan Area at Global Music Rights
Title: Customer Service & Reporting Representative
Company: Global Music Rights
Location: Los Angeles Metropolitan Area
ABOUT GLOBAL MUSIC RIGHTS
Global Music Rights is a music rights management company focused on licensing, surveying, and distributing public performance royalties to songwriters, composers, and publishers. Global Music Rights represents some of the most accomplished artists and writers and represents them in the in the public performance licensing of their catalogs (e.g. Drake, Bruno Mars, Bruce Springsteen, The Eagles, Pharrell Williams, Pearl Jam, Jon Bon Jovi and many more).
Global Music rights is the first entrant into the U.S. performance rights marketplace in nearly 75 years. The company was founded in 2013 by industry veteran Irving Azoff, and Randy Grimmett, as an alternative to the traditional performance rights model. Global Music Rights serves an invitation-only client base, creating customized solutions in a rapidly evolving music rights marketplace and offering personalized service for music creators and music licensees. The company offers clients exceptional analytics and robust data solutions to ensure comprehensive royalty tracking and collection
.
Global Music Rights prides itself on being an active and progressive advocate for copyright holders in the current performing rights marketplace and is committed to protecting the integrity of music rights and promoting the value of intellectual property on behalf of creator
s.
Position Overv
iewThis full-time position is part of the Customer Service and Reporting team within our Operations organization and will be responsible for reporting collections and processing as well as communication with customers. Our customers are businesses that have a license from us to publicly perform the music we represent from 160+ of the top artists and songwriters in the wor
ld.
Responsibili
- tiesReview and validate contractual reports from our customers across multiple license categories and prepare the reports for invoicing in our sys
- temsWork directly with customers to collect and discuss their reports via email and p
- honePerform audits on customers to enforce their obligations under our license agreements and document unlicensed music use and incorrect business det
- ailsManage 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 quest
- ionsReview, verify, and action termination requests from licen
- seesHandle 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 sy
- stemSupport our customers in signing up for and using our self-service licensing and reporting portal in collaboration with our internal technical t
- eamsProvide 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 communicat
- ionsHandle incoming customer requests by email, chat, phone, and physical
- mailPrepare and execute on outreach efforts to our customers via email, physical mail, or p
- honeAct as a liaison, provide valid license and contract information, and resolve any upcoming issues with a high degree of accuracy and effici
- encyIdentify and escalate customer requests that require review from other departments such as Legal or Fin
- anceInvestigate contract issues and work with other internal departments to resolve disputes and quest
- ionsKeep all customer, contact, and license information in our CRM system up to date and document all customer interactions in a clear and concise
- wayMeet our customer service goals, including first-contact resolution rates, and response time win
- dowsPerform other duties as assi
gned
Requirements & Sk
- ills 3+ years of experience in customer service, customer support, collections, or similar
- rolesExcellent written and verbal communication and active listening s
- killsStrong experience handling escalations and difficult conversa
- tionsHigh level of customer orientation and the ability to discuss complex matters with an inexperienced aud
- ienceStrong skills using Salesforce.com and Microsoft Office
- toolsAbility to multi-task, prioritize, and manage time effect
- ivelyStrong sense of urgency and commitment to meeting customer expectations and dead
- linesExcellent problem-solving and analytical skills, and critical thi
- nkingBachelor’s Degree pref
erred
Compensation & Ben
- efits Compensation: $29.00–$31.00 per hour, based on experience, plus eligibility for an annual discretionary
- bonus.Competitive benefits package and paid time off sc
hedule
Location & Work S
- cheduleThis position is based in our Westwood Village office in Los Angeles, CA. Employees are expected to work onsite Monday through Thursday, with remote work on Fridays at the manager’s disc
retion.
Additional Inf
- ormationVisa sponsorship and relocation assistance are not available for this p
- osition.We are a fully vaccinated workforce. Successful candidates will be required to show proof of being vaccinated against COVID-19. You are up to date when you have received a two-dose series and a booster, or a single dose series and a booster. Reasonable accommodation will be considered on a case-by-case basis for exemptions to this requirement in accordance with applica
ble law.
D
- isclaimerThis job description only provides an overview of job responsibilities that are subject to change. We are an Equal Opportunity
Employer
