Membership - Member Services - Member Services Agent
About the role
Music. People. Connected
Job Description Member Service Agent POSITION TITLE: Member Service Agent
REPORTS TO: Team Lead, Member Services
DEPARTMENT: Membership – Member Services
LOCATION: Toronto / Montreal
LANGUAGE : English, Bilingual in English and French preferred
DIRECT REPORTS: N/A
Company SOCAN is a not-for-profit copyright collective dedicated to ensuring music creators and publishers receive what they have rightfully earned for the use of their work. SOCAN supports and represents more than 180,000 songwriters, composers, and music publishers. Through licensing, global royalty collection and advocacy, we help creators to keep making the music that entertains, moves, and inspires us.
OVERALL ACCOUNTABILITY The Member Service Agent plays an integral role in the SOCAN Contact Center which handles over 45,000 calls and emails yearly. The Member Service Agent is responsible for delivering excellent customer service via all methods of communication 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.
Responsibilities
- Act as the primary contact for members and the general public who contact SOCAN’s contact Centre.
- Respond to calls and emails 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.
- Work flexible shift hours as required
- Other duties as required, which are directly related to the key responsibilities of the position
Education, Experience & Skills
- Post-secondary diploma/degree or relevant working experience
- Minimum 2 years’ customer service/customer care experience
- Music industry experience or demonstrates a strong passion or involvement in the music industry
- Bilingual is preferred (English/French)
- Experience working in a computerized environment. Familiarity with Microsoft applications (Word, Excel, etc.).
COMPETENCIES
- Excellent written and oral communication skills is required
- 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.
- Ability to work in a fast paced environment and multi-task (handle calls and email queries from inbound requests)
- Problem solve complex queries which requires critical thinking and working with internal stakeholders
About SOCAN
SOCAN is a rights management organization that links more than four million songwriters, composers and music publishers worldwide. We do this by administering licenses for the public performance and reproduction of their work. The money collected from these licenses is distributed as royalties to the music creators and publishers who have rightfully earned them in Canada and worldwide.
More than 250 employees work with SOCAN. We are a team dedicated to supporting the national and global music ecosystem through our creativity, innovation, commitment, and passion in an ever-changing music and business landscape. We support SOCAN members from offices in Toronto, Vancouver, Montréal, Nashville and Los Angeles.
We love music and believe that the songwriters, composers and music publishers provide an essential and priceless aspect of national pride and culture. This belief permeates our work and heavily influences a workplace culture of which we are immensely proud.
As we blaze trails during one of the fastest-changing times in our industry, we continue to revolutionize and modernize music monetization through state-of-the-art, innovative technology.
SOCAN is Canada’s largest member-based rights management organization. We’re always looking for innovative, industrious, and creative new team members, who share our passion and commitment.
Visit SOCAN.com to learn more about what we do.
Membership - Member Services - Member Services Agent
About the role
Music. People. Connected
Job Description Member Service Agent POSITION TITLE: Member Service Agent
REPORTS TO: Team Lead, Member Services
DEPARTMENT: Membership – Member Services
LOCATION: Toronto / Montreal
LANGUAGE : English, Bilingual in English and French preferred
DIRECT REPORTS: N/A
Company SOCAN is a not-for-profit copyright collective dedicated to ensuring music creators and publishers receive what they have rightfully earned for the use of their work. SOCAN supports and represents more than 180,000 songwriters, composers, and music publishers. Through licensing, global royalty collection and advocacy, we help creators to keep making the music that entertains, moves, and inspires us.
OVERALL ACCOUNTABILITY The Member Service Agent plays an integral role in the SOCAN Contact Center which handles over 45,000 calls and emails yearly. The Member Service Agent is responsible for delivering excellent customer service via all methods of communication 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.
Responsibilities
- Act as the primary contact for members and the general public who contact SOCAN’s contact Centre.
- Respond to calls and emails 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.
- Work flexible shift hours as required
- Other duties as required, which are directly related to the key responsibilities of the position
Education, Experience & Skills
- Post-secondary diploma/degree or relevant working experience
- Minimum 2 years’ customer service/customer care experience
- Music industry experience or demonstrates a strong passion or involvement in the music industry
- Bilingual is preferred (English/French)
- Experience working in a computerized environment. Familiarity with Microsoft applications (Word, Excel, etc.).
COMPETENCIES
- Excellent written and oral communication skills is required
- 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.
- Ability to work in a fast paced environment and multi-task (handle calls and email queries from inbound requests)
- Problem solve complex queries which requires critical thinking and working with internal stakeholders
About SOCAN
SOCAN is a rights management organization that links more than four million songwriters, composers and music publishers worldwide. We do this by administering licenses for the public performance and reproduction of their work. The money collected from these licenses is distributed as royalties to the music creators and publishers who have rightfully earned them in Canada and worldwide.
More than 250 employees work with SOCAN. We are a team dedicated to supporting the national and global music ecosystem through our creativity, innovation, commitment, and passion in an ever-changing music and business landscape. We support SOCAN members from offices in Toronto, Vancouver, Montréal, Nashville and Los Angeles.
We love music and believe that the songwriters, composers and music publishers provide an essential and priceless aspect of national pride and culture. This belief permeates our work and heavily influences a workplace culture of which we are immensely proud.
As we blaze trails during one of the fastest-changing times in our industry, we continue to revolutionize and modernize music monetization through state-of-the-art, innovative technology.
SOCAN is Canada’s largest member-based rights management organization. We’re always looking for innovative, industrious, and creative new team members, who share our passion and commitment.
Visit SOCAN.com to learn more about what we do.