CompanySoundExchange is the premier music tech organization on a mission to power the future of music. The organization collects and distributes digital performance royalties on behalf of more than 560,000 recording artists' and master rights owners' accounts and to date has paid more than $9 billion in distributions. Through unparalleled innovation of financial tech products and services, it distributes royalties to creator groups, advocates for fair pay across platforms, and creates systems that improve how the industry operates. Its proprietary fintech solutions help turn data into accurate revenue for creators and include Music Data Exchange (MDX) and International Standard Recording Codes (ISRC) Search.Position SummaryThe Support Agent serves as the first point of contact for current account holders and potential registrants by providing excellent customer service using phone, email and chat. The Support Agent is responsible for helping clients complete the registration process and make updates to their existing accounts. They also answer inquiries about SoundExchange, specific account details, and payment histories. The Support Agent identifies problems that cannot be resolved in one-contact and escalates the issues to the appropriate team. The Support Agent's most important function is to create satisfied customers by providing accurate information and timely assistance. This position is DC based and hybrid- with some in-office work requirements.Essential FunctionsProvide excellent customer service to clients on the phone and via chatRespond to emails received through the Support queue in a professional and timely mannerAssist callers with the registration and account update processesProvide answers to general inquires and specific account inquiriesMeet minimum customer service quality standardsProvide support to SoundExchange staffContribute to special projects (as needed)Work overtime (as needed) during peak traffic periodsPerform other duties as assignedRequired Knowledge, Skills, Abilities (KSAs)Excellent written and oral communication skillsComputer skills: MS Excel, Outlook, (Salesforce and/or database experience is a plus)Detail-oriented person, able to work independently and report progress under tight deadlinesStrong interpersonal and phone skillsKnowledge of music genres is a plusRequired Education, Certifications/ Licenses, Related ExperienceBA or BS degree preferred1 or more years of Call center experience required1 or more years of Customer Service experience requiredADA SPECIFICATIONSThis position requires the ability to remain in a stationary position (standing and/or seated) more than half of the timeThis position requires the ability to spend most of the time viewing computer monitorsThe person in this position must be able to identify and distinguish between colorsTravel RequirementsThis position has no travel requirementsCOVID-19 PolicyApplicants who receive a conditional offer of employment will be required to disclose their COVID-19 vaccination status prior to beginning employment. Employees who are not fully vaccinated will not be permitted to access SoundExchange offices until they are fully vaccinated. As a condition of employment, all SoundExchange employees will be required to be fully vaccinated. SoundExchange will provide reasonable accommodations for employees who cannot be vaccinated because of a disability or sincerely held religious belief. Accommodation requests will be considered on a case-by-case basis.ContactTo apply, please send a cover letter and rA$ (C) sumA$ (C) to jobs@.Note: The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.