Customer Support Representative
Customer Support Representative
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$ 45 - 48
1 Vacancy
Job Description
APM (a joint venture of Sony Music Publishing and Universal Music Publishing) is the leading provider of original production music available to content creators with an extraordinary collection of over one million handcurated recordings spanning every country genre and era. APM is the goto for thousands of music supervisors producers and video editors spanning every market. Our music can be found daily on platforms as diverse as Netflix YouTube TikTok Facebook Wondery and Spotify among many others. In 2023 as in every year multiple Super Bowl commercials featured APM music content. In addition APM tracks have been sampled by the likes of JayZ Dr Dre Nas Drake MF Doom and many others. The APM NFT series (a cyclical limited offering of music collectibles) offered via Dapper Labs typically sells out within minutes.
This is a fulltime inoffice role and will work out of our Los Angeles (Miracle Mile) office from 9:00 AM 6:00 PM MondayFriday. Lunch is provided in the kitchen on Tuesdays and snacks and parking are also provided in the pet friendly office (with great views)!
The Role
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 W9s and payment information.
- Provide administrative support to Sales teams as needed
- Organize and maintain companywide calendar
- Assisting with companywide events as needed
- Provide backup assistance to the Music team by assisting with asset requests.
- Other duties as assigned.
Your Background
- 13 years experience in a front desk or customer support role
- Experience working from a queue prioritize responsibly based on urgency/importance and multitask 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
APM is an equal opportunity employer. We strive to embrace what makes each one of us unique; we each have our own story. Whether looking at our current staff or future team members we believe that everyone has something to contribute and our employment practices reflect that. Whether by mandate or not we never have and never will make our employment decision based upon race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
