Customer Service Representative Customer Service Supervisor View the top reasons to work at CD Baby

Begin your career in the new music industry!


While "revolutionary" is a word that gets thrown around too often in the business world, it is no exaggeration to say that CD Baby changed the music industry forever. We've continued to stay on the bleeding edge of that revolution, and now with BookBaby we’re breaking down the same doors for the literary world, too. As the first online digital AND physical music distributor to open its doors to independent artists, CD Baby was a major force in the dismantling of the major-label system; we worked with Justin Vernon before he was Bon Iver, with Jack Johnson back when everyone thought we were talking about the boxer, with Ingrid Michaelson before her songs were on every TV show known to man. And countless current acts (like The Head and the Heart) are building their platforms with CD Baby before "getting discovered."

If you’re excited by the idea of helping great independent artists make a living doing what they love without giving control of their careers over to people or companies that only care about the bottom line, then CD Baby is the place for you.

Best team in the independent music world
A company for artists, BY artists–we’re100 wicked awesome (to quote the Boston Teens) human beings of all shapes, sizes, stripes, creeds,colors, and varieties, who work hard on behalf of artists because we know the ups and downs and sideways of pursuing your creative passion. Everyone here is either an artist, musician, writer, filmmaker, dancer, technological wizard, or pastry chef.

CD Baby, beloved by millions
Since 1998, CD Baby has grown from a garage-startup to perhaps the most trusted names in the independent music world. As part of the CD Baby team, you’ll get out of bed each morning knowing that you’re working for a pioneering company that has thrived amidst the turmoil of the music industry precisely BECAUSE we’re focused on one thing above all else: what’s best for the artists we serve.

Exciting work environment
At CD Baby, we have a unique way of combining casual with highly productive, but it works for us. Rock T-shirts and strange plastic porpoises hanging from ceilings abound. We're always looking forward to see what hurdles we might be able to knock down for artists, so workflow tends to be fast-paced. You've got to be self-motivated, think quick, and have a finger on the pulse of independent music.

But on the flip side, patience and empathy are REQUIREMENTS. We respect and recognize the fact that everyone (both ourselves and the artists we work for) have different talents, weaknesses, needs, and wants.

Think you can strike that perfect balance between rapid change and positive attitude? Hold that pose!

Work hard. Play hard. Collect your rewards…

CD Baby team members receive competitive pay, full benefits package, tuition reimbursement, and the occasional free lunch!

If you want to employ your talents assisting almost half-a-million DIY artists around the world, please see our job listings below:

Customer Service Representative

CD Baby is seeking candidates that share a passion for delivering outstanding customer service. If you’re excited by the idea of helping great independent artists make a living doing what they love without giving control of their careers over to people or companies that only care about the bottom line, then CD Baby is the place for you.

Responsibilities / Tasks:

  • Answer and direct incoming calls and emails to the appropriate people within the organization.
  • Answer artists and customer questions regarding their accounts, album sign-ups and orders.
  • Accurately, complete data entry and enter new prospects/clients into the computer system.
  • Enter transactions into computer which will generate mailings to prospects/clients.
  • Cover reception/ Greet clients and assist with employee/client meetings.
  • Follow proper security guidelines to ensure safety procedures are followed according to company policies.
  • Reliability – must be on time, and have good attendance.
  • Other duties and special projects as assigned.

Required Skills:

  • Minimum of 1 year previous customer service experience.
  • Must have good communication, language and verbal skills.
  • Must be professional and friendly on the phones.
  • Must have good computer skills and accurate typing skills.
  • Copyright and publishing knowledge helpful.
  • Positive attitude.
  • Level of knowledge about Artist & Customer related issues & questions.

How to Apply:

Interested and qualified candidates should submit their resume to jobs@cdbaby.com for consideration.

EOE/M/F/D/V

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Customer Service Supervisor

CD Baby is seeking candidates that share a passion for delivering outstanding customer service. If you’re excited by the idea of helping great independent artists make a living doing what they love without giving control of their careers over to people or companies that only care about the bottom line, then CD Baby is the place for you.

Educational Requirements:

  • College degree preferred.

Experience Required:

  • CSR for at least 2 years or commensurate experience.

Responsibilities / Tasks:

(In approximate order of importance/priority)
  • Work the days and hours necessary to perform all assigned responsibilities and tasks.
  • Develop and maintain courteous and effective working relationships with clients.
  • Assume responsibility for providing timely, appropriate responses to suggestions/requests/complaints.
  • Be adaptable to accept and perform in a timely manner work assignments that are outside the norm.
  • Manage a team of CSRs (approx 10-12 employees).
  • Respond to escalated customer service calls and issues.
  • Track customer complaints, workload, and errors to gain an accurate picture of each team member's effectiveness.
  • Conduct performance reviews.
  • Coaching and supporting (being a cheerleader).
  • Act as a role model of great service and work ethic.
  • Ensure the team is focused and on task.
  • Recognize good performance and address poor behavior during monthly check in’s with direct reports.
  • Assist in prioritizing work and reorganize the work assignments as needed.
  • Assist with training.
  • Attend Weekly Managers meeting with the CS Director; in addition to quick daily check ins.
  • Work on emails, phone calls, sorting, etc.
  • Be an effective liaison between CS and the rest of the company. Build relationships with coworkers in other departments.
  • Handle any right’s disputes, and conduct appropriate research.

Weekly:

  • Review attendance and timeliness – address as needed.

Monthly:

  • Check stats (phone and email) for each member of your team – address as needed.
  • Conduct one-on-one meetings with reports– review performance, set goals, follow up on training requirements.

Special Skills Required:

  • Multi-tasking.
  • Copyright and Publishing knowledge a plus.
  • Demonstrate leadership.
  • Bilingual (Spanish) a plus.
  • Music industry knowledge a plus.

Physical Demands:

  • Lifting, standing, bending etc.).
  • 80% sitting.
  • 20% standing.

How to Apply:

Interested and qualified candidates should submit their resume to jobs@cdbaby.com for consideration.

EOE/M/F/D/V

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View the top reasons to work at CD Baby