Member Services Agent – SOCAN – Society of Composers, Authors and Music…

Job details

Job Type
Full-time

Full Job Description

REPORTING TO: Manager, Member Services

DEPARTMENT: Member Services

LOCATION: Toronto/Montreal/Vancouver (Temporarily Remote)

LANGUAGE: Bilingual – English and French

OUR COMPANIES STORY

SOCAN is Canada’s largest member-based rights management organization. We serve and champion more than 175,000 music creators, publishers and visual artists, advocate for them, and protect their rights. We do this by using and building state-of-the art technology that ensures they are paid for their work – music and art we all enjoy.

OUR PEOPLE

• We’re a team dedicated to supporting the national and global music ecosystem with innovation, commitment and desire in an ever-changing music and business landscape.
• We love music and believe that music creators and publishers provide a truly priceless and essential aspect of national pride and culture.
• We’re immensely proud of our workplace culture and this attribute permeates our works.
• Our team proudly supports and gives back to our communities and causes, raising tens of thousands of dollars for important charitable organizations and initiatives.

SOCAN is seeking a Member Service Agent that will be the first point of contact at SOCAN, and responsible for delivering excellent customer service via all methods of communication (both in English and French) to our songwriter, screen composer, and publisher members, in addition to applicants and the general public. You will work with the various stakeholders to resolve account inquiries, help educate our members about SOCAN, and proactively identify any and all opportunities to maximize efforts in getting members paid.

YOUR CONTRIBUTION

You will contribute to “raising the bar for music rights,” by:

• Act as the primary contact for members and the general public who contact SOCAN’s Information Centre.
• Respond to callers (inbound or outbound) in a thorough, accurate and timely manner.
• Perform inbound requests/tasks with short cycle times.
• Document and track inbound queries and maintain SLA’s by providing updates to members regarding status and progress to ensure timely resolution of queries while adhering to Member Query Policy and Procedures.
• Promote self-service to members and non-members by referring queries to SOCAN website.
• Liaise with other Departments as required for any technical/processing queries as required.
• Develop and maintain a high awareness of SOCAN’s services, service issues, the department structure and responsibilities.
• Keep informed of goals, policies and procedures in the Information Centre.
• Self-monitor and measure performance against the Information Centre’s standards of customer satisfaction.
• Recognize trends or changes in types of calls or callers’ questions. Inform Direct reports and peers of new trends and/or changes
• Administrative functions, which include but are not limited to: Research of work registration forms, handling advance requests, cue sheet submissions and queries, underpayment questions etc.
• Other duties as required, which are directly related to the key responsibilities of the position.

DOES THIS SOUND LIKE YOU?

Skillset

• Strong interest in the music industry and business (background preferred)
• Excellent written and oral communication skills in French and English
• Excellent interpersonal skills with an emphasis on customer service
• Superior telephone manners, including good telephone etiquette, voice quality, diction and articulation
• Superior listening skills
• Strong time management and organization skills
• Proficiency in keyboard skills with a minimum speed of 35-40 words per minute
• The ability to learn various applications such as Automatic Call Distribution (ACD) systems and CRM platforms
• Ability and willingness to adapt to changes in structure and policy and procedures
• Willingness to upgrade skills with ongoing related and corporate education and training
• Knowledge and appreciation of the Canadian music industry, SOCAN, and copyright is an asset

Experience

• Minimum 2 years’ customer service/customer care experience
• Music industry experience or demonstrates a strong passion or involvement in the music industry
• Experience working in a computerized environment. Familiarity with Microsoft applications (Word, Excel, etc.)

Education

• Post-secondary diploma/degree or relevant working experience

PERKS OF THE JOB

As an employee of SOCAN, you will be eligible to receive the following benefits and perks, to help make your-day-to-day life a little bit easier:

• Competitive bonus
• Comprehensive benefits plan (medical, vision, dental)
• Access to online medical service to receive professional advice
• Employee Family Assistance program
• Defined Contribution Pension Plan, with employer matching
• Flexible spending account allowance that can be used towards medical or wellness related costs
• Discounts at, Goodlife retail, attractions and much more
• Group discounts on car / home insurance
• Virtual fitness classes and wellness programming, plus onsite Gym
• Education reimbursement program
• Access to the Sound Loune

WORKWEEK

• 35-hour work week over 5 days
• Summer Hours – possibility of a 4-day work week from May-August.

ACCESSIBILITY

SOCAN is committed to providing an inclusive workplace environment that meets the accessibility needs of employees with disabilities. Should you require accommodations please contact us directly at hr@socan.com and we will make the necessary accommodations. Applications submitted to this email address will not be accepted.

EQUAL EMPLOYMENT OPPORTUNITY

SOCAN is an Equal Opportunity Employer. Hiring and other employment decisions at SOCAN are made without regard to race, colour, religion, sex, ancestry, national origin, ethnic origin, age, disability, citizenship, veteran status, sexual orientation, record of offences, marital status, family status, or any other characteristic protected by federal, provincial, or local law, regulation, or ordinance.

READY TO JOIN SOCAN AND MAKE A DIFFERENCE?

We’re always looking for passionate new team members – rockstars, like you. Please visit our career page at: http://www.socan.com/careers/ and select “Apply” beside the role you are interested in applying for.

We thank everyone for their interest however, only qualified applicants will be contacted.

To learn more about SOCAN, please visit www.socan.com.