Christian Copyright Licensing International (CCLI) is seeking a
Customer Service Representative to join our team in Vancouver, Washington. In this role you will be responsible for supporting customer needs by answering questions, providing information on CCLI licenses and services, as well as first level technical support. In addition, the Customer Service Representative contacts existing customers to ensure retention, processes orders for new and renewing licenses and services, and performs outbound calling to prospective customers gained from marketing campaigns.
What You Will Be Doing: - Responds to large volumes of incoming calls and written communications to ensure timely and accurate responses to customer needs.
- Asks qualifying questions to properly identify the needs of current and prospective customers, educates and recommends appropriate products and services as solutions, answers questions, resolves objections in order to successfully renew or issue new license.
- Follows up on leads, responds to inquiries and performs outbound calling to prospective customers gained from marketing campaigns.
- Demonstrates knowledge and expertise to license holders/customers by confidently and accurately providing information about CCLI's suite of product offerings and services (including CVLI and ScreenVue), terms and conditions, church music offerings, rights owner information, and copyright law.
- Assists customers with license renewals, identifies and fulfills product and service needs.
- Instructs customers in the proper application of CCLI licenses, completion of responsibilities and the use of tools to access song, publisher and resource information.
- Answers questions regarding licensees' activity reporting and clarifies procedures, and assists IP department on reporting accuracy for royalty payouts.
- Ensures customer accounts and profile information is properly updated in computer databases/software systems.
- Maintains current knowledge of products and services, and customer service best practices through ongoing training and education in areas of responsibility.
- Provides first level technical support to customers for CCLI's online services.
- Informs supervisor about customer concerns and escalates difficult customer contacts as needed.
- Special project and duties as assigned.
What Makes You Qualified: - High School diploma or two years of equivalent work experience in customer service.
- Excellent written and verbal communications skills.
- Fluency in Spanish or a territorial second language desired.
- Critical thinking skills with ability to apply sound judgment.
- Highly organized, ability to multi-task and prioritize effectively.
- Solutions oriented approach to problem solving.
- Strong interpersonal skills; able to work professionally with coworkers and customers.
- Proficient with Microsoft Office suite. Confident working with and learning new technologies. Ability to adjust to varying workloads.
- Basic knowledge of copyright law, Christian music, and related terminologies is helpful.
The duties listed above are not all inclusive. This job description is not intended to cover all aspects of the responsibilities of the job. The position is expected to perform other work-related duties as assigned even though they may not be considered essential functions or specifically identified in this description.
This is currently a hybrid role that will require you to commute to our Vancouver, Washington office a minimum of three days a week.