Support Agent

Overview

Title: Support Agent |
Department: Customer Services |
Location: Washington, DC (hybrid) (2 days on-site) |
Reports To: Manager, Support |
Supervisory Role: No |
FLSA Status: Non-exempt/hourly

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 agent is responsible for helping clients complete the registration process and make updates to their existing accounts. They also answer inquiries about Sound Exchange, specific account details, and payment histories. The agent identifies problems that cannot be resolved in one contact and escalates the issues to the appropriate team.

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

• 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 Sound Exchange staff (as needed)
• Contribute to special projects (as needed)
• Work overtime (as needed) during peak traffic periods
• Perform other duties as assigned

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

• 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

• 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

• This position requires less than 25% travel.

PAY RANGE: $55,000.00 - $64,000.00

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary.

At Sound Exchange we empower creators and help shape the future of music. One way we do this is by respecting different voices, varied perspectives, and distinct backgrounds of all our team members. We are intentional in creating a culture where we recognize that all employees have the opportunities and support needed to thrive. We strive to create teams that reflect the music community we serve – every individual’s unique attributes and abilities are valued, and are part of how we innovate, create, and deliver experiences to the creators we champion.

Sound Exchange has an employee-led committee that focuses on amplifying different voices and backgrounds and undertakes activities to promote inclusion and access. It helps to cultivate Sound Exchange culture and policies, advocates for equality within the music industry, and participates in community building activities in the Washington, DC area where Sound Exchange is located.

All with the goal of promoting more belonging and access in the workplace, music industry, and local community.

Sound Exchange is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access the Sound Exchange Careers website as a result of your disability.

We will make a determination on your request for reasonable accommodation on a case-by-case basis. If you need an accommodation, please email