Job Description

The MLC:

The Mechanical Licensing Collective (MLC) is a nonprofit organization created through the Music Modernization Act of 2018 and designated by the U.S. Copyright Office to administer blanket mechanical licenses for digital music services in the United States.

In simple terms, the MLC helps ensure songwriters, composers, publishers, and other music rights holders are paid accurately when their music is streamed or downloaded through services like Spotify, Apple Music, Amazon Music, YouTube Music, and others. To do this, we collect and process massive amounts of music usage data, match recordings to the correct musical works and rights holders, and distribute royalties to those who have earned them.

Importantly, registration with the MLC is completely free. Songwriters, composers, and self-administered publishers can create an account, register their works, and collect eligible mechanical royalties at no cost. Our mission is to make royalty collection more transparent, accessible, and efficient so that creators receive the money they have earned.

The Member Support Associate Position:

As a Member Support Associate, you serve as one of the primary points of contact for our members and users. In this role, you'll provide a best-in-class customer experience by anticipating the needs of songwriters, publishers, and rights holders, managing inquiries across multiple support channels, guiding users through MLC resources and processes, and helping resolve a wide variety of account, registration, and royalty-related questions. You'll also escalate issues through established workflows when necessary and serve as a frontline ambassador for The MLC, helping build trust and confidence in our organization with every interaction.

Type: Contract-to-hire, Hybrid

The Contract-to-hire position is full-time reporting to The MLC, with opportunities for conversion to Salary Non-Exempt at the approximate 6–8-month mark, the conversion would then include access to company benefits including but not limited to Medical, Dental, 401K, etc.

Our hours of operation for The MLC are currently Monday through Friday from 8:00 a.m. to 6:00 p.m. CST with initial schedule being 8:30-4:30 CST.

Q UALIFICATIONS​

• One-year experience in Customer Experience/Customer Service/Customer Support in a contact center, retail, or hospitality environment, preferred
• Experience with handling confidential and proprietary information
• Experience with data entry; with consistent accuracy and precision
• Excellent interpersonal communication skills; especially with conflict resolution
• Comfortable adapting to change, meeting evolving business needs, and using new technologies.

ESSENTIAL RESPONSIBILITIES​

YOU WILL SUPPORT CRITICAL CUSTOMER SUPPORT WORK BY:

• Building strong customer relationships by delivering service through various support channels that include phone, chat, and email
• Promptly and professionally responding to all inbound customer inquiries
• Achieving key performance goals (metrics) while never losing sight of providing a world-class experience to users and Members
• Making quick decisions keeping customer satisfaction top-of-mind, while operating within the bounds of established policies and procedures
• Communicating clear expectations around inquiry processing time standards, and resolving inquiries accurately and within those established time standards
• Developing and continuously building overall knowledge to provide the highest level of customer support
• Updating job knowledge by participating in required employee training and educational opportunities
• Efficiently leveraging all available resources, both internal and external, to meet customers’ varied needs
• Listening to customer feedback and advocating for customer-oriented solutions
• Maximizing support platform technology to capture critical data and use for decisions
• Actively contributing to a culture of continuous improvement by identifying gaps and suggesting solutions
• Collaborating with others in a team-based environment to accomplish organizational goals and resolve issues
• Working in a way that aligns with the core values of The MLC; with transparency, a service orientation, respect for diversity and a commitment to excellence