The 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 ensure an excellent customer experience by providing accurate information, timely assistance, and overall effective resolutions of issues. This position is DC based and hybrid- with some in-office work requirements.

Essential Functions:

• Provide excellent customer service to clients on the phone and via chat
• Respond to emails received through the Support queue in a professional, accurate, and timely manner
• Assist callers with the registration and account update processes
• Provide answers to general inquiries and specific account inquiries
• Properly route or escalate customer inquiries to other teams as appropriate within guidelines
• Ensure any other ongoing key performance indicators are met
• Meet customer service quality standards
• Provide support to SoundExchange staff (as needed)
• Contribute to special projects (as needed)
• Work overtime (as needed) during peak traffic periods
• Perform other duties as assigned
Required Knowledge, Skills, Abilities:

• Excellent written and oral communication skills
• Computer skills: MS Office Suite general knowledge (Salesforce and/or database experience is a plus)
• Detail-oriented person, able to work independently and communicate regularly with team and manager.
• Strong interpersonal and phone skills
• Knowledge of music genres is a plus
Required Education, Certifications/ Licenses, Related Experience:

• Post-secondary education, or equivalent work experience in the Customer Service field
• 1 or more years of Customer Service  experience required
• 1 or more years of Call Center  experience preferred
ADA Specifications:

• This position requires the ability to remain in a stationary position (standing and/or seated) more than half of the time
• This position requires the ability to spend most of the time viewing computer monitors
• The person in this position must be able to identify and distinguish between colors
Travel Requirements:

• This position requires less than 25% travel.