Member Services Agent

3 days ago

Toronto, Canada SOCAN - Society of Composers, Authors and Music Publishers of Canada Full time

We’re Hiring
Member Service Agent - Contract
Toronto, ON

12-Month Contract - Full-Time
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
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))
- Access to SOCAN’s Toronto fitness facility
- Inclusive and collaborative working environment

ABOUT THE ROLE
WHAT YOU’LL DO / KEY RESPONSIBILITIES
- Act as the primary contact for members and the general public who contact SOCAN’s contact Centre.
- 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)

ACCESSIBILITY & ACCOMMODATION
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.
HOW TO APPLY

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