Customer Service Representative – Music Licensing & Compliance Support Specialist

Join arenaflex: Where Music Creation Meets World-Class Service Are you passionate about music and ready to make a meaningful impact in the entertainment industry? arenaflex is seeking a dedicated and enthusiastic Customer Service Representative to become an integral part of our Licensing Services team. In this role, you will be the frontline ambassador for one of the most influential performing rights organizations in the United States, directly supporting music creators, businesses, and the broader music community. At arenaflex, we represent more than 900,000 songwriters, composers, and music publishers—some of the world's most talented music creators. Founded and governed by the very people who create music, arenaflex stands apart as the only performing rights organization in the U.S. operating as a not-for-profit. We manage a repertory of over 18 million musical works and license them to hundreds of thousands of businesses that use music, from streaming services and cable television to radio stations, satellite providers, and brick-and-mortar establishments like retail stores, hotels, clubs, restaurants, and bars. Our mission goes beyond licensing. arenaflex identifies, matches, and processes trillions of music performances every year, returning nearly 90 cents of every dollar collected back to our members as royalties. We advocate for music creators on Capitol Hill, drive industry innovation, build community, and provide the resources and support that creators need to thrive in their careers. If you're looking for a career where your work directly supports the heartbeat of the music industry, arenaflex is the place for you. About the Role As a Customer Service Representative at arenaflex, you will provide high-quality, best-in-class service to our general licensing customers. This is an exciting opportunity for someone who thrives in a dynamic, fast-paced environment and enjoys solving problems while representing a mission-driven organization. You will be the face of arenaflex for many businesses that use music, ensuring they understand the value of licensing and remain in compliance with their agreements. In this position, you will work with a diverse portfolio of license agreements—over 25 to 30 different license classes at any given time. Your ability to understand, explain, and sell the benefits of the arenaflex blanket license will be critical to your success. You will handle customer inquiries via telephone, email, and instant messaging platforms, always striving to achieve our service level expectations: One Call Resolution, where you meet customers' needs in a single interaction, and 24-48 hour response times for all written inquiries. This role requires a professional yet personable approach. You will resolve disputes by clarifying customer concerns, identifying the root cause of problems, and presenting solutions that benefit both the customer and the music creator community. Every interaction is an opportunity to educate customers about copyright law as it relates to public performance of copyrighted music and to reinforce why licensing matters. Key Responsibilities As a Customer Service Representative at arenaflex, your responsibilities will include: - Developing a thorough understanding of the top five fixed-rate license classes (including Business General Tariff, Adult Entertainment, Fitness, Convenience Stores, and Dance Schools) and report-and-pay license classes (such as Hotels, Concerts, and Shopping Centers) within your first year - Attending comprehensive training classes and working closely with the Customer Service Manager to expand your knowledge to 20-25 or more license classes within the first one to three years - Handling an average of 35-40 incoming calls per day during peak times and 20-25 calls per day during non-peak periods - Resolving customer disputes by clarifying complaints, determining the cause of problems, selecting and explaining optimal solutions, expediting corrections, and following up to ensure complete resolution - Explaining the collection process and payment due dates associated with various license agreements - Communicating copyright law related to public performance of copyrighted music clearly and concisely to customers - Responding to inquiries through phone, email, social media, and live chat platforms - Maintaining licensee accounts by processing policy changes, adjustments, and report submissions - Advising licensees on the terms of more than 20 license agreements and reeducating customers on the importance of licensing - Processing payments in accordance with PCI compliance protocols - Protecting members' rights by carefully reviewing discontinuances of music uses and processing cancellations according to standard procedures - Utilizing arenaflex systems to update account information accurately - Greeting customers with enthusiasm and professionalism to establish and maintain positive rapport throughout every interaction - Exercising sound judgment and knowing when to escalate matters to management - Creating cases when necessary to resolve disputes or account changes - Closing cases from inquiries received via email, fax, and regular mail - Establishing win/win solutions to resolve disputes whenever possible - Logging all call activity into the CRM system during or after each call and setting appropriate follow-up tasks - Contributing to team success by accomplishing related tasks as needed Requirements and Qualifications To succeed in this role, you must possess: - Excellent communication skills with the ability to interact with customers using professional and pleasant etiquette via telephone, email, and instant message chat - Proficiency in Microsoft Office and Google Docs/Sheets with practical, up-to-date knowledge - Familiarity with internet applications, including CRM platforms like Salesforce - Strong written and verbal communication skills—a must for this position - Independent problem-solving abilities with the capacity to handle multiple tasks and projects simultaneously - Preferred: Call center and/or sales experience - Preferred: Bilingual (Spanish) skills - A proven track record as a team player with excellent interpersonal skills - Entry-level readiness with one to two years of preferred work experience Work Schedule The department requires staffing between the hours of 9:00 AM to 5:00 PM Eastern Time, Monday through Friday. Why Choose arenaflex? At arenaflex, we believe in rewarding our team members for their dedication and hard work. That's why we offer a comprehensive and flexible benefits package designed to meet the diverse needs of our employees: - Medical and Dental Plans: Choose between network-only provider plans or more flexible options that allow you to see providers in or out-of-network - Vision Plan: Includes both in-network and out-of-network provider options - 401(k) Plan: Immediate eligibility with an employer-provided match - Employer-Paid Retirement Savings Program: Additional retirement benefits regardless of your 401(k) participation - Generous Time-Off Policy: Take the time you need to recharge and maintain work-life balance - Health Care and Dependent Care Flexible Spending Accounts - Short-Term Disability Insurance/Salary Continuation and Long-Term Disability Insurance - Company-Provided Basic Life and Accidental Death and Dismemberment Insurance - Supplemental and Dependent Life Insurance Options Please note that arenaflex is not a nut-free or other allergen-free workplace. As a condition of employment, arenaflex requires all employees to be fully vaccinated (including a first booster) against COVID-19. We will make reasonable accommodations for those who are unable to obtain a COVID-19 vaccination, where required by federal, state, and local law, and in accordance with arenaflex's policies. Equal Opportunity Employer arenaflex is an equal opportunity employer. All arenaflex employment decisions are made on the basis of individual qualifications and performance and not on the basis of race, national origin, ethnicity, sex, age, marital status, sexual orientation or preference, gender identity, genetic information, disability, handicap, color, creed, religion, veteran status, or any characteristic protected by applicable federal, state, or local laws. Additional Information Occasional travel for in-person meetings may be required. The anticipated base salary range for this position will be determined on an individualized basis depending on several factors that are unique to each candidate, including geographic location (due to differences in the cost of labor), skills, education, and prior relevant experience. Ready to Make an Impact? If you're ready to join a team that truly values music creators and is passionate about supporting the music industry, we encourage you to apply today. At arenaflex, you'll not only build a rewarding career but also play a vital role in ensuring that the songwriters, composers, and music publishers who enrich our lives with music are fairly compensated for their work. Apply now and become part of the arenaflex family—where music creators come first, and every team member makes a difference.