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Job Details

Member Inquiry amp Resolution Services Representative

Company name

New York City, NY, United States

Employment Type


Posted on
Aug 07,2019

Valid Through
Nov 20,2019

Apply for this job


The American Society of Composers, Authors and Publishers (ASCAP) is a professional membership organization of songwriters, composers and music publishers of every kind of music. ASCAP's mission is to license and promote the music of its members and foreign affiliates, obtain fair compensation for the public performance of their works and to distribute the royalties that it collects based upon those performances. ASCAP members write the world's best-loved music and ASCAP has pioneered the efficient licensing of that music to hundreds of thousands of enterprises who use it to add value to their business - from bars, restaurants and retail, to radio, TV and cable, to Internet, mobile services and more. The ASCAP license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters and composers to be paid fairly. With over 700,000 members representing more than 10 million copyrighted works, ASCAP is the worldwide leader in performance royalties, service and advocacy for songwriters and composers, and the only American performing rights organization (PRO) owned and governed by its writer and publisher members.

Job Description

The Member Inquiry & Resolution Services (MIRS) Representative is part of a team that works to resolve membership issues using ASCAP enterprise systems, such as our Performing Rights Enterprise Program (known as PREP). 

The MIRS Representative will work with other departments, including Business & Legal Affairs and Distribution (on deceased matters) and Distribution & Repertory to address member concerns in various ASCAP operational areas (e.g., Repertory, Royalty, Distribution, Quality Assurance, and Membership). 

Along with these more collaborative efforts, the MIRS Representative will also be expected to work independently and address member concerns and claims directly. 


Member Service Resolution

Provide service to ASCAP’s members via email and ASCAP's proprietary online account management system, Salesforce Membership

Effectively communicate within and outside of the organization to resolve member issues and answer routine and research related questions 

Handle internal communication to resolve issues to completion seamlessly without handoffs known to member

Resolve and track inquiries and other types of incoming requests that require in-depth research or response arising from members and/or their representatives regarding: (1) performance crediting; (2) repertory; (3) royalty distribution, overpayment recoupments; (4) international collection and distribution; and (5) general membership concerns

Create and maintain assignments to corporations, trusts, revocable and irrevocable, third party payments, writer and publisher name changes and publisher modifications  

Escalate and resolve high priority member issues effectively utilizing knowledge of ASCAP’s business along with strong communication with other departments within ASCAP

Use discernment to determine if high profile claims need to be escalated

Member Service Projects 

Research, implement and provide fundamental verbal component, via direct phone contact, in deceased matters  

Utilize Salesforce to manage and document all transactions

Special projects and tasks as assigned by head of the Department and other senior staff members to resolve high value/impact issues

Distribution Support

Participate in regular review activities at critical checkpoints in the distribution processes, such as 3Qtr Comparisons


Bachelor’s degree in Music Industry Studies, Business or work experience equivalent

Excellent administrative and written and verbal communication skills

Ability to clearly and simply communicate complex issues

Skilled at prioritizing multiple tasks and projects simultaneously

Self-motivated and organized to ensure internal and external responsiveness

Effective and creative problem solver

Ability to quickly learn and understand ASCAP’s processes and procedures (existing knowledge is a plus)

Must be able to work independently and with a team to meet position, department and company goals

Besides providing a unique and dynamic work environment, there are a few other reasons you should consider ASCAP in your career planning. We also offer generous benefit options that are comprehensive and provide the flexibility that most employees want and need. These health care and financial plan options include the following:

A choice of either network only provider medical and dental plans or more flexible medical and dental plans where you can see providers in or out-of-network 

Vision plan that offers both in and out- of network provider options

Immediate eligibility for 401(k) participation with an employer provided match

An additional Employer paid retirement savings program regardless of your participation in the 401(k) Plan

Generous time-off policy

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

Return to ASCAP

Company info

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