Client Relations Coordinator

**Client Relations Coordinator**

Symphonic Distribution is a 100% independent music distribution and marketing company headquartered in downtown Tampa, FL and with offices in Brooklyn, Nashville, Denver, and Bogota, Colombia. We focus on distributing, promoting, and developing great independent music from artists, record labels, and many more. Not only do we want to work with some great and prolific creators, but we want to also work with creative, passionate, positive, and forward-thinking individuals. Maybe this is you? If so, then below you will find an opportunity to join Symphonic. As a company, we want to have an environment that is inclusive, diverse, and accepting so that everyone, regardless of their background, race, or sexual orientation, has a chance to do great things in the industries of music, tech, and marketing. The **Client Relations Coordinator **will work full time out of our **Bogota, Colombia **location and will come with some really cool perks as well as ensuring that as an individual you have the proper work/life balance.

**In a Nutshell //**

The **Client Relations Coordinator **for Symphonic is the liaison between Symphonic customers and partners, and other departments within the organization. The role consists of assisting clients and Symphonic internal departments with common support issues, technical support, errors regarding releases, accounting-related questions, phone support, and other queries that arise from day-to-day interactions.

**What you will do //**
- Engage in day-to-day discussions for both Spanish and English requests, including managing difficult or emotional customer situations, responding promptly to customer needs, soliciting customer feedback to improve service, responding to service requests, and consistently meeting commitments.
- Thoroughly understand every service offering of Symphonic Distribution for improved support performance.
- Suggest solutions to clients - show and enable clients to learn the system properly.
- Assist with one-off requests or tasks as assigned by management of the Client Relations department.
- As needed, and with the support of Technology, reach out to clients to request redeliveries of audio and releases on an as-needed basis.
- Develop a full understanding of Style Guides for iTunes / Apple Music and Spotify for content review and best practices.
- Educate clients on the Apple and Spotify style guide and its contents.
- Help Maintain Symphonic’s public-facing knowledge base
- Review past Spanish help desk articles and follow up with clients on past issues to improve customer satisfaction. (Check bad reviews and ensure each article has relevant and proper linking)
- Assist Client Relations team in translating articles from English to Spanish
- Create new Spanish articles as issues arise.
- Update existing Spanish articles for better optimization, adding and updating keywords and tags.
- Review competitor help desks for comparisons (CD Baby, Label Engine, Beatport, etc)
- Provide feedback and suggestions for constant refinement of the Client Relations processes through available tools (HubSpot, SMS, Zendesk)
- Assist Content Team as needed with the loading and/or updating of clients’ catalogs and content approvals as needed.
- Handle submissions for SoundScan service.

**What you need to have //**
- 3 years of experience in a customer service capacity
- Ability to speak, write and read English and Spanish fluently
- High School Diploma or GED

**What will set you apart //**
- Experience resolving systems issues or investigating customer service inquiries
- If your English sounds like or very near to a native English speaker

**Additional Insights**
- This role will report to the Client Relations Manager