Membership - Member Services - Member Services Agent
Top Benefits
About the role
We’re Hiring!
Member Service Agent
Toronto, ON
www.socan.com
FT
Hybrid
WHO WE ARE
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 nearly 200,000 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
OUR COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, AND ANTI-RACISM
SOCAN thrives with a variety of viewpoints, identities, and backgrounds, and we are committed to anti-racism. Everyone is welcome to apply for our wide range of roles, regardless of gender identity, gender expression, ethnicity, race, age, culture, sexual orientation, religious belief, or physical ability. Learn more about SOCAN’s commitment to Inclusion & Anti-Racism.
WHY WORK WITH US?
- Make a difference by supporting and collaborating with a vibrant and creative community
- Enjoy many options for workplace flexibility and work-life balance
- Get involved in the rapidly changing creative space
- Advocate for and empower the creative community
- Together, we’ll help music creators earn more income and make a living
WHAT WE OFFER
- 35-hour workweek schedule (possible flexible work options i.e., 4-day work week (position based)
- Twelve paid sick days annually (including five personal days)
- Access to SOCAN’s Toronto fitness facility
- Annual Performance Incentive bonus (dependent on a personal and company performance)
- Defined contribution Pension Plan
- Comprehensive, health and dental benefits program
- Inclusive and collaborative working environment
ABOUT THE ROLE
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.
WHAT YOU’LL DO / KEY 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
WHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCE
- 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.).
- 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
ACCESSIBILITY & ACCOMODATION:
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.
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply
HOW TO APPLY
If you’re interested in joining us, we’d love to hear from you: http://www.socan.com/careers/
Thank you for your interest in our company; we will be in touch with those candidates we wish to interview.
To learn more about SOCAN, go to www.socan.com. You can also follow us on LinkedIn, X, Instagram, and Facebook (@SOCANmusic/@SOCANmusique).
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
Top Benefits
About the role
We’re Hiring!
Member Service Agent
Toronto, ON
www.socan.com
FT
Hybrid
WHO WE ARE
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 nearly 200,000 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
OUR COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, AND ANTI-RACISM
SOCAN thrives with a variety of viewpoints, identities, and backgrounds, and we are committed to anti-racism. Everyone is welcome to apply for our wide range of roles, regardless of gender identity, gender expression, ethnicity, race, age, culture, sexual orientation, religious belief, or physical ability. Learn more about SOCAN’s commitment to Inclusion & Anti-Racism.
WHY WORK WITH US?
- Make a difference by supporting and collaborating with a vibrant and creative community
- Enjoy many options for workplace flexibility and work-life balance
- Get involved in the rapidly changing creative space
- Advocate for and empower the creative community
- Together, we’ll help music creators earn more income and make a living
WHAT WE OFFER
- 35-hour workweek schedule (possible flexible work options i.e., 4-day work week (position based)
- Twelve paid sick days annually (including five personal days)
- Access to SOCAN’s Toronto fitness facility
- Annual Performance Incentive bonus (dependent on a personal and company performance)
- Defined contribution Pension Plan
- Comprehensive, health and dental benefits program
- Inclusive and collaborative working environment
ABOUT THE ROLE
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.
WHAT YOU’LL DO / KEY 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
WHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCE
- 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.).
- 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
ACCESSIBILITY & ACCOMODATION:
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.
If you don’t see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientations, and life experiences to apply
HOW TO APPLY
If you’re interested in joining us, we’d love to hear from you: http://www.socan.com/careers/
Thank you for your interest in our company; we will be in touch with those candidates we wish to interview.
To learn more about SOCAN, go to www.socan.com. You can also follow us on LinkedIn, X, Instagram, and Facebook (@SOCANmusic/@SOCANmusique).
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.