Membership - Member Services - Member Services Agent

Music. People. ConnectedJOB DESCRIPTIONMember Service AgentPOSITION TITLE: Member Service AgentREPORTS TO: Team Lead, Member ServicesDEPARTMENT: Membership – Member ServicesLOCATION: Toronto / Montreal LANGUAGE: English, Bilingual in English and French preferredDIRECT REPORTS: N/ACOMPANYSOCAN 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 ACCOUNTABILITYThe 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.RESPONSIBILITIESAct 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 mannerPerform inbound requests/tasks with short cycle timesDocument 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 ProceduresPromote self-service to members and non-members by referring queries to SOCAN websiteLiaise with other Departments as required for any technical/processing queries as requiredDevelop and maintain a high awareness of SOCAN's services, service issues, the department structure and responsibilitiesKeep informed of goals, policies and procedures in the Information CentreSelf-monitor and measure performance against the Information Centre's standards of customer satisfactionRecognize trends or changes in types of calls or callers' questions. Inform Direct reports and peers of new trends and/or changesAdministrative 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 positionEDUCATION, EXPERIENCE & SKILLSPost-secondary diploma/degree or relevant working experienceMinimum 2 years' customer service/customer care experience Music industry experience or demonstrates a strong passion or involvement in the music industryBilingual is preferred (English/French)Experience working in a computerized environment. Familiarity with Microsoft applications (Word, Excel, etc.).COMPETENCIESExcellent written and oral communication skills is requiredExcellent interpersonal skills with an emphasis on customer serviceSuperior telephone manners, including good telephone etiquette, voice quality, diction and articulationSuperior listening skillsStrong time management and organization skillsProficiency in keyboard skills with a minimum speed of 35-40 words per minuteThe ability to learn various applications such as Automatic Call Distribution (ACD) systems and CRM platformsAbility and willingness to adapt to changes in structure and policy and proceduresWillingness to upgrade skills with ongoing related and corporate education and trainingKnowledge 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