Customer Service Support

Customer Service Support role working in a hybrid environment, handling customer inquiries and resolving issues in a timely manner. The role requires excellent communication skills, attention to detail, and a positive attitude. The ideal candidate will have 1-2 years of customer service experience, preferably in financial services or a similar industry, and be proficient in using Salesforce, Excel, and Word.

Requirements

• Handle post-funding inquiries from customers and communicate results
• Use the online Royalty Support Specialist case system to document issues, progress and resolution
• Daily upkeep and maintenance of the online case system used to manage customer queries
• Adhere to internal turnaround times to ensure timely response, resolution and completion of inquiries
• Identify cases that require management review
• Keep Royalty Specialists appraised of open issues and resolution status
• Guide customers through understanding, troubleshooting, or navigating the Sound Royalties Online portal
• Assist customers with Sound Royalties statement questions
• Connect with customers through various communication channels and ensure to document the system of all customer interactions
• Proactive handling of after-hours messages and call logs
• Manage inquiry reports and review for pending actions or case closure
• Work closely with all departments to ensure inquiries are resolved in a timely manner
• Maintain strict confidentiality of client information and records
• Maintain a positive and professional attitude and diffuse customer complaints
• Provide feedback on the customer service process and efficiency of experience
• Maintain database and Customer Contact information up to date
• Communicate with outside vendors, royalty payors
• Conduct conference calls with third parties and creatives to obtain financial information and confirm outstanding balances
• Execute quality assurance “Closing call” prior to funding; confirm the successful setup of the online portal and ensure the customer is fully prepared for the transition
• Support other areas of Music Servicing and Operations as needed