Customer Support Representative

APM (a joint venture of Sony Music Publishing and Universal Music Publishing) is the leading provider of original production music available to content creators, with an extraordinary collection of over one million hand-curated recordings spanning every country, genre, and era. APM is the go-to for thousands of music supervisors, producers and video editors, spanning every market. Our music can be found daily on platforms as diverse as Netflix, YouTube, TikTok, Facebook, Wondery, and Spotify, among many others. In 2023, as in every year, multiple Super Bowl commercials featured APM music content. In addition, APM tracks have been sampled by the likes of Jay-Z, Dr Dre, Nas, Drake, MF Doom, and many others. The APM NFT series (a cyclical, limited offering of music collectibles), offered via Dapper Labs, typically sells out within minutes.

This is a full-time in-office role and will work out of our Hollywood office from 9:00 AM - 6:00 PM Monday-Friday. Lunch is provided in the kitchen on Tuesdays, and snacks and parking are also provided in the pet friendly office (with great views)!

The Role

The Customer Support Representative will be the first point of contact at APM Music for visitors and employees to the office. This person will have a friendly demeanor and will be responsible for ensuring the efficient office operation details in an attentive, friendly, efficient and courteous manner. Additionally, this role will work with various departments, including Sales, Finance, Marketing and Publishing Operations with various duties, as needed.

The Responsibilities

• Answer all incoming calls to the main APM line. Route as necessary, delivering a professional and engaging experience for our clients
• Monitor the main customer support queue in Salesforce Service Cloud and respond to client inquiries regarding issues with their login, questions about licensing our music, composer submissions, etc.
• Provide support by assisting with and resolving YouTube copyright claims and other related tasks
• Provide support to clients via Live Chat.
• Research potential infringement detections against our licensing database.
• Assist the Finance department by uploading invoices to Salesforce CRM.
• Complete requested vendor forms, W-9’s, and payment information.
• Provide administrative support to Sales teams as needed
• Organize and maintain company-wide calendar
• Assisting with company-wide events, as needed
• Provide back-up assistance to the Music team by assisting with asset requests.
• Other duties, as assigned.

Your Background

• 1-3 years experience in a front desk or customer support role
• Experience working from a queue, prioritize responsibly based on urgency/importance, and multi-task administrative tasks.
• Experience with CRM software (e.g. Salesforce), customer support software
• Experience using Excel
• Knowledge of and passion for music
• Technically savvy
• Excellent communication (both written and verbal)
• Excellent organizational skills

APM is an equal opportunity employer. We strive to embrace what makes each one of us unique; we each have our own story. Whether looking at our current staff or future team members, we believe that everyone has something to contribute, and our employment practices reflect that. Whether by mandate or not, we never have and never will make our employment decision based upon race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.