Operations Services Agent

2 weeks ago

Toronto, Ontario, Canada SOCAN Group Full time

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
OUR COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, AND 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 .
Make a difference by supporting and collaborating with a vibrant and creative community
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
35-hour workweek schedule(possible flexible work options i.e., Virtual My Wellness program
Annual Performance Incentive bonus (dependent on a personal and company performance)
Defined contribution Pension Plan,
Comprehensive, health and dental benefitsprogram

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.

Act as the primary contact for members and the general public who contact SOCAN's contact Centre.
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

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
Post-secondary diploma/degree or relevant working experience
Minimum 2 years' contact center experience
Music industry experience or demonstrates a strong passion or involvement in the music industryis an asset
Bilingual is preferred (English/French)
Familiarity with Microsoft applications (Word, Excel, etc.).

Excellent interpersonal skills with an emphasis on customer service
Superior telephone manners, including good telephone etiquette, voice quality, diction and articulation
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 appreciationof the Canadian music industry, SOCAN, and copyright is an asset
SOCAN is committed to providing an inclusive workplace environment that meets the accessibility needs of employees with disabilities.

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.

You can also follow us on LinkedIn, Twitter, Instagram, and Facebook (@SOCANmusic/@SOCANmusique).
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