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Customer Service & Reporting Representative

Global Music Rights

Los Angeles, CA

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JOB DETAILS
SALARY
$29–$31 Per Hour
SKILLS
Analysis Skills, Auditing, Billing, Business Object Notation (BON), Contract Review, Customer Acquisition, Customer Escalations, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Quality, Establish Priorities, Finance, Intellectual Property (IP), JAM (JYACC Application Manager), Legal, License Agreements, Licensing, Metrics, Microsoft Office, Multitasking, Music, Performance Modeling, Presentation/Verbal Skills, Problem Solving Skills, Reporting Skills, Royalties, Sales, Salesforce.com, Surveying, Time Management, Work From Home, Writing Skills
LOCATION
Los Angeles, CA
POSTED
Today
Description

Position at Global Music Rights, LLC

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 creators.

Position Overview

This 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 world.

Responsibilities
  • 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
Requirements & Skills
  • 3+ years of experience in customer service, customer support, collections, or similar roles
  • 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
  • Bachelor's Degree preferred
Compensation & Benefits
  • Compensation: $29.00-$31.00 per hour, based on experience, plus eligibility for an annual discretionary bonus.
  • Competitive benefits package and paid time off schedule
Location & Work Schedule
  • This 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 discretion.
Additional Information
  • Visa sponsorship and relocation assistance are not available for this position.
  • 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 applicable law.
Disclaimer
  • This job description only provides an overview of job responsibilities that are subject to change. We are an Equal Opportunity Employer

About the Company

G

Global Music Rights

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