Sony Music Entertainment

Call Center Administrator

US-NJ-Rutherford
1 week ago
Job ID
2017-6447
# Positions
1
Category
Royalties - Domestic
Level
Entry-Level

Overview

The Call Center Administrator’s role is facilitating the timely logging and procurement of information required to resolve an inquirers question and/or concern.  From a business perspective, he/she will liaise with Sony Music 3rd Party Participants, the ES Business Group as well as other Sony Music Entertainment business units, including Label BA, that create, approve and are affected by inquiries which are received.  The role is to help support our current operating landscape.  Support functions also entail follow through on new features, training, data conversions, migrations, implementations and roll outs of systems changes which impact the call center area.

Responsibilities

The Call Center Administrator’s responsibilities may include but will not be limited to the following:

 

  • First line of contact for inquiries which come into the call center; answering phones and responding to emails
  • Receive the department daily mail and faxes sort and scan to Jira as required.
  • Ensuring all 3rd party inquiries are vetted for precise understanding of inquiry
  • Timely and accurate logging of inquiries which come into the Entertainment Services Call Center
  • Ensure information required by Entertainment Services to respond to an inquiry is captured within the ticket.
  • Distribution of returned statements/mail
  • Identifies areas of potential risk and reports issues to Management
  • Foster and promote a positive and collaborative working relationship within the ES group, with 3rd party inquirers and with Sony Music business partners.
  • Other Special Projects as necessitated by business demands

Qualifications

Minimum of (2) years of professional business experience or customer relations experience preferred

  • Associates degree preferred but not required
  • Superior listening skills, with the ability to summarize verbal communication and discussions into relevant written materials and documentation
  • Superior interpersonal skills
  • Strong phone etiquette
  • Strong knowledge of Word and Excel
  • Ability to effectively present information, interact with, and respond to questions from groups of managers and employees
  • Ability to remain objective and calm in difficult situations
  • Good time management skills
  • Self motivated and highly organized

 

Decision/Problem Solving Skills:

  • Strong research skills.
  • Ability to handle simultaneous projects, prioritize tasks and meet deadlines.
  • Strong written and verbal communication skills and the ability to interact well with different levels within the organization.
  • Ability to work well in a collaborative, team oriented environment.

 

  • Excellent organizational skills and attention to detail.
  • Resourceful

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