Overview In this role you will protect and grow revenue from our existing licensee base by delivering outstanding customer service and acting as a knowledge resource. You will work closely with cross-functional teams to resolve inquiries, manage licensee accounts, and upsell where possible. The position emphasizes CRM-enabled service, outbound touchpoints, and data-driven support to maintain service levels. You will contribute to a customer-centric culture and support core company values while handling multiple priorities in a dynamic environment.
Responsibilities- Provide customer service to licensees to meet revenue goals and service level targets
- Manage a caseload of licensees and handle inquiries via email, text, chat, and phone
- Upsell/add locations on chain accounts when feasible
- Use call center tools, CRM systems (e.g., Salesforce), email, and customer portal to deliver service
- Collaborate with cross-functional teams (collections, accounting, sales, verification, distribution) to meet customer expectations
- Conduct outbound dialing to update license terms or sell new licenses (10-100% of shift)
- Assist with verification, research, report forms, and license fee schedules
- Handle departmental administrative tasks and other duties as assigned
- Demonstrate regular attendance and support BMI Core Values and diversity initiatives
Key requirements- Bachelor's degree or equivalent
- Minimum 1 year of experience in customer service, sales, and/or collections
- Contact center experience preferred
- Exceptional communication (listening, writing, speaking)
- Strong interpersonal and negotiation skills
- Conflict management
- CRM experience (Salesforce)
- Microsoft Office Suite proficiency
- Experience with call center applications and multiple communication channels (email/text/chat/phone)
