Member Service Agent

Music. People. ConnectedWe're HiringMember Service AgentMontreal, QCFull-time Hybrid WHO WE ARESOCAN 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 communityEnjoy many options for workplace flexibility and work-life balanceGet involved in the rapidly changing creative spaceAdvocate for and empower the creative communityTogether, we'll help music creators earn more income and make a livingWHAT WE OFFER35-hour workweek schedule (possible flexible work options i.e., 4-day work week (position based)Twelve paid sick days annually (inclusive of five personal daysAnnual Performance Incentive bonus (dependent on a personal and company performance) Defined contribution Pension PlanComprehensive, health and dental benefits programInclusive and collaborative working environment  ABOUT THE ROLEThe 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 RESPONSIBILITIESAct as the primary contact for members and the general public who contact SOCAN's contact CentreRespond 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 requiredOther duties as required, which are directly related to the key responsibilities of the position  WHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCEPost-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 industry is an assetBilingual is preferred (English/French)Experience working in a computerized environment. Familiarity with Microsoft applications (Word, Excel, etc.). Excellent written and oral communication skills in 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 skillsThe 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 assetAbility 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 stakeholdersACCESSIBILITY & ACCOMMODATIONSOCAN 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 and we will make the necessary accommodations. Applications submitted to this email address will not be accepted.EQUAL EMPLOYMENT OPPORTUNITYSOCAN 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 APPLYIf you're interested in joining us, we'd love to hear from you: 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 You can also follow us on LinkedIn, Twitter, Instagram, and Facebook (@SOCANmusic/@SOCANmusique).