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Customer Support Representative
Make sure to apply quickly in order to maximise your chances of being considered for an interview Read the complete job description below.
The Customer Support Representative will be the first point of contact at APM Music for visitors and employees to the office. This person will have a friendly demeanor and will be responsible for ensuring the efficient office operation details in an attentive, friendly, efficient and courteous manner. Additionally, this role will work with various departments, including Sales, Finance, Marketing and Publishing Operations with various duties, as needed.
The Responsibilities
- Answer all incoming calls to the main APM line. Route as necessary, delivering a professional and engaging experience for our clients
- Monitor the main customer support queue in Salesforce Service Cloud and respond to client inquiries regarding issues with their login, questions about licensing our music, composer submissions, etc.
- Provide support by assisting with and resolving YouTube copyright claims and other related tasks
- Provide support to clients via Live Chat.
- Research potential infringement detections against our licensing database.
- Assist the Finance department by uploading invoices to Salesforce CRM.
- Complete requested vendor forms, W-9’s, and payment information.
- Provide administrative support to Sales teams as needed
- Organize and maintain company-wide calendar
- Assisting with company-wide events, as needed
- Provide back-up assistance to the Music team by assisting with asset requests.
- Other duties, as assigned.
Your Background
- 1-3 years experience in a front desk or customer support role
- Experience working from a queue, prioritize responsibly based on urgency/importance, and multi-task administrative tasks.
- Experience with CRM software (e.g. Salesforce), customer support software
- Experience using Excel
- Knowledge of and passion for music
- Technically savvy
- Excellent communication (both written and verbal)
- Excellent organizational skills
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