SESAC Rights Management, Inc
Customer Service Rep
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At CCLI (Christian Copyright Licensing International)
At CCLI (Christian Copyright Licensing International), we're passionate about helping churches focus on what matters most: worship and ministry. As a leading provider of church copyright licensing and worship solutions, we deliver innovative tools, trusted resources, and industry-leading services that enable churches to access and use worship content legally and confidently. Combining purpose-driven work with technology and creativity, CCLI supports worship communities around the world and empowers teams to serve with excellence.
THE OPPORTUNITY
As a Customer Service Representative, you will play a key role in delivering exceptional customer experience by responding to enquiries, supporting customers with licensing and product solutions, and identifying opportunities to grow customer relationships. You will proactively engage customers through renewal and sales activities, process new and renewing licence applications across multiple channels, and maintain accurate customer records. Through every interaction, you will help churches and ministry organisations access the services they need while ensuring professional, efficient, and customer-focused experience.
WHAT YOU’LL DO
- Respond to customer enquiries via telephone, email, and written correspondence in a timely, professional, and customer-focused manner.
- Develop and maintain a thorough understanding of CCLI's products, services, and licensing solutions through ongoing training, team meetings, and self-development.
- Provide accurate, clear, and helpful information to customers regarding products, services, policies, and procedures, ensuring a consistently positive customer experience.
- Maintain detailed and accurate records of customer interactions, account updates, transactions, and feedback within the company's CRM and communication systems.
- Proactively contact prospective customers to introduce CCLI's products and services, identify customer needs, and promote appropriate solutions.
- Support the onboarding of new customers through telephone and video consultations, including delivering product demonstrations and guidance where required.
- Provide customer support through telephone and video calls, troubleshooting issues, resolving queries efficiently, and ensuring customer satisfaction.
- Build strong relationships with customers, promoting engagement, retention, and long-term loyalty through proactive and responsive service.
- Collaborate effectively with colleagues across the business to resolve customer issues, share feedback, and contribute to continuous service improvement.
- Provide training, guidance, and support to colleagues as required, sharing knowledge and best practices to enhance team capability.
- Undertake additional duties and responsibilities consistent with the nature and level of the role, as required by the business.
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WHAT YOU’LL BRING
- Excellent verbal and written communication skills, with the ability to build positive relationships and communicate confidently with a wide range of customers.
- A customer-focused mindset with a genuine passion for delivering outstanding service and ensuring customer satisfaction.
- Strong proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams.
- Excellent organisational skills, with the ability to prioritise workload, manage multiple tasks, and meet deadlines in a fast-paced environment.
- Strong attention to detail and a commitment to maintaining accurate records and high standards of work.
- Self-motivated and proactive, with the ability to work independently while contributing effectively as part of a collaborative team.
- Excellent problem-solving skills, with the ability to identify customer needs and deliver practical, effective solutions.
- Confidence in handling customer conversations via telephone, email, and video calls in a professional and engaging manner.
- A willingness to learn new systems, products, and processes, and to continuously develop knowledge and skills.
- An interest in, and general understanding of, Christian music, worship, and church culture, with an appreciation of the needs of churches and ministry organisations.
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WHY JOIN CCLI?
- Purpose-driven work that supports churches, ministries, and worship communities.
- A collaborative and supportive team environment.
- A customer-focused culture that values initiative, service, and continuous improvement.
- The chance to work with industry-leading products and solutions that make a difference.
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