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, Metallica, 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 Revenue 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.

Key responsibilities include:

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:

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

DETAILS:

The hourly compensation range for this role is: $28 - $32 per hour depending upon experience.
Our offices are located in Westwood Village, Los Angeles, CA. Employees work in the office Monday through Thursday and from home on Fridays. We offer a very competitive benefits package, annual bonus, and a creative and dynamic working environment.

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 accommodations 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. The Azoff Company is an Equal Opportunity Employer.

Global Music Rights jobs

Customer Service & Reporting Representative