SoundExchange · 15 hours ago
Support Agent
Washington, DC
Full-time
Hybrid
Entry Level
$55K/yr - $64K/yr
1+ years expSoundExchange 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.
Audio Recording and ProductionMusic
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
Qualification
Required
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
Preferred
1 or more years of Call Center experience preferred
Knowledge of music genres is a plus
Company
SoundExchange
SoundExchange collects and distributes digital performance royalties for sound recording.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Peter Karafotas
SVP Government Relations & Public Policy
Brad Prendergast
Assistant General Counsel, Licensing & Enforcement
Recent News
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