Member Services Agent (Temporary Contract)

Were Hiring!Member Services Agent (Temporary Contract)Toronto TYPE: Temporary full-timeHIRING RANGE: $28.00/hourREASON FOR HIRING: ReplacementWORK MODEL: HybridLANGUAGE: English French is an assetWHO 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 200000 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-RACISMSOCAN 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 SOCANs commitment toInclusion & WORK WITH USMake 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 well 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 (including five personal days)Access to SOCAN fitness facilityAnnual Performance Incentive bonus (dependent on a personal and company performance)Defined contribution Pension PlanComprehensive health and dental benefits programInclusive and collaborative working environmentABOUT THE ROLEThe Member Service Agent plays an integral role in the SOCAN Contact Center which handles over 45000 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 YOULL DO / KEY RESPONSIBILITIESAct as the primary contact for members and the general public who contact SOCANs contact to calls and emails in a thorough accurate and timely mannerPerform inbound requests/tasks with short cycle timesDocument and track inbound queries and maintain SLAs 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 SOCANs 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 Centres 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 flexible shift hours as requiredOther duties as required which are directly related to the key responsibilities of the positionWHAT YOU WILL BRING / QUALIFICATIONS & EXPERIENCEPost-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.).Excellent 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 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 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 you dont 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 TO APPLYIf youre interested in joining us wed love to hear from you: you for your interest in our company; we will be in touch with those candidates we wish to learn more about SOCAN go . You can also follow us on LinkedIn Twitter Instagram and Facebook (@SOCANmusic/@SOCANmusique).